Example: Result of automating the assignment of service requests
In a service request that is created to report a pipeline leak, an operator specifies the appropriate classification for the pipeline based on attributes such as diameter and length. When a business rule is implemented using automation scripts, if the volume of the pipeline is less than 1000 cubic feet, the service request is assigned to service group A. If the volume is greater than 1000 cubic feet, the service request is assigned to service group B and a work log entry is created.
The rule is implemented in an automation script. Upon implementation, an escalation definition created by the development team enables the script and its associated launch point.
By defining an escalation, the team ensures that service requests are automatically examined by the script. New service requests that meet the pipeline leakage criteria are automatically assigned to the appropriate service group.
- The escalation runs automatically and periodically in the application server.
- When the escalation finds service request records that match the criteria, an action starts.
- The action launch point is the entry point into the business rule implementation. The action starts the launch point.
- The script implements the business rule to identify and assign the correct service group. If required, a work log is generated.
- The first part is written in the Jython scripting language and identifies the service group.
- The second part uses MBO API invocations to create a work log record and to set values. You can express business rules in the flow control constructs of the scripting language. However, certain tasks require Java™ or MBO API invocations to be called. Specifically, the creation of a new record from within the script requires the use of the Java MBO add() method.