Demonstrating Agent Determination Process

Objective

After completing this lesson, you will be able to explain how the agent determination process works.

The process of agent determination

Flowchart illustrating the relationship between organizational structure, roles, standard tasks, and responsibilities within a business or workflow management system.

If you define the standard task as the general task, all the employees in the organizational structure are potential processors of the task. You can use the rule to restrict the number of employees. The persons responsible are those who actually process a task. You can set up a direct link to the organizational structure by assigning an individual employee or a group of agents as the persons responsible.

Illustration of a process linking tasks, rules, and responsibilities to identify appropriate agents or agent groups based on organizational parameters and plans.

The parameters of the rules are defined in the rule container.

Example:

An agent is to be selected for the disconnection of an installation. To do this, a rule belonging to the responsibility category is used:

The device management rule is allocated to the installation disconnection task. The device management rule requires the region, the division, and the company code as parameters for agent determination.

The installation disconnection task supplies this rule with the following values for the installation: region: NORTH, division: ELECTRICITY, and company code: 0001. A responsibility is determined using this information and then the field service employee job for electricity in the northern region is allocated to it.

Two positions with one employee each are allocated to this job via the organizational plan. So in this case, the rule determines two persons as possible agents for the disconnection of the installation.

Illustration depicting the relationship between regional organization, business and technical data, emphasizing group collaboration and task standardization within structured systems.

Contract account – technical aspect: The regional structure group stored here is the regional structure group relevant to the contract account from a technical standpoint. This may be necesssary if the addresss of the installations are not in the regional structure or if the contract account has several installations with different regional structure groups.
Contract account – commercial standpoint: The regional structure group stored here is the regional structure group relevant to the contract account from a business standpoint. This may be necesary if the contract partner's address is not in the regional structure or if you want to override the regional structure group determined via this address.

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