Example: Testing the configuration

You test the solution to ensure that all new service requests that meet the criteria are assigned to the correct service group. You can therefore test that the business rule is being correctly implemented.

1. In the Classifications application, create a classification named PIPE_LEAK.
   1. Add an attribute called diameter with a numeric data type and specify inches as the unit of measure.
   2. Add an attribute called length with a numeric data type and specify feet as the unit of measure.
   3. In the Use with window, specify service requests.
2. In the Service Groups application, create two service groups named Group A and Group B.
3. In the Service Requests application, create a service request and specify the reported priority as 1 and the status as QUEUED.
   1. In the Classify window, specify PIPE_LEAK as the classification.
   2. Specify values for length and diameter. For example, length=720 feet and diameter=31 inches.
4. Activate the escalation that you created in the previous task.

Results

When the active escalation executes, the service request is assigned to the appropriate service group. By creating PIPE_LEAK service requests for pipes of different diameters and lengths, you can check that the correct service group is assigned. If the computed volume is greater than the specified limit, the work log is also generated against the service request.