Part V: Rules > Queue Completion Rules > Creating a Queue Completion Rule

Queue Completion Rules

Queue completion rules let XTRAC create a target completion date for work items as they enter a queue. The target completion date for queue completion rules is called the Queue Completion Target Date (QCTD). This field and its status are considered global system fields. These fields are defined by XTRAC and included in the events that are delivered to the business activity monitoring tool and to XTRAC Workbench. You can add the QCTD field to a work item rule. When added to the work item rule, the QCTD field is in a protected state.

For example, a queue completion rule states that when a work item with an item type of DNACCT, a subtype of Wiring, and a status of COPEN arrives at the Purchase queue, set the queue completion target date to eight hours. XTRAC uses the applicable business calendar and sets the initial queue completion target date.

At the same time, XTRAC begins to monitor this date and calculates the date and time when the work is in jeopardy based on the defined threshold values. When a threshold is crossed, XTRAC changes the jeopardy state accordingly.

The default thresholds are set in the Organization Detail window. For details on how these threshold values and timers work, see Threshold Values and Timers.

In XTRAC Workbench, when a threshold is crossed, the system changes the jeopardy state by updating the background color of the QCTD field.

When a work item exits a queue, its queue completion target date is no longer monitored. When the work item enters the next queue, XTRAC can set a new queue completion target date. The monitoring process would then begin again for each new queue in the workflow.

If a work item transfers to a queue that does not have an associated queue completion rule, XTRAC stops monitoring the QCTD, and the last value entered in that field remains on the work item.

When suspended, the work item might continue to age depending on the reason selection. When the work item is resumed, the target date and thresholds are adjusted based on the suspension time items. XTRAC does not count any non-aging time. When the item is resumed, the date might be recalculated based on rules at the resume queue. However, in the unlikely event that a work item is locked for editing for longer than two hours, XTRAC cannot change the jeopardy status to amber or red for that session.

IMPORTANT: For general XTRAC rule information, see XTRAC Rules.

Creating a Queue Completion Rule

Note: To define a queue completion rule, you need the Create Queue Completion Rule security function as part of the security group that is associated with your entitlement set.

To create a queue completion rule

  1. In Feature Explorer, click Rules > Queue Complete Rules.
  2. In the Queue Complete Rule Summary window, from the Node drop-down list box, select the node where you want to define the new rule.
  3. Click New.
  4. In the Queue Complete Rule Detail window, in the Description field, type a description for the rule (up to 60 characters).
  5. In the Event drop-down list box, select the event that you want to use.
  6. Build the rule condition by selecting the fields, criteria, and values.

See Rule Conditions and Building a Rule Condition.

  1. Click Action.
  2. In the Action tab, from the Calendar box, select the calendar to use to calculate the QCTD.
  3. Enter the number of minutes, hours, or days that you want the QCTD to be after the queue entry date.
  4. Set the Amber and Red thresholds by typing the percentage of the target date when a user is notified if the work item has not exited the queue.

You can also check the Use Default Amber and Use Default Red boxes.

  1. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
  2. (Optional) In the Memo field, enter the reason for creating the rule (up to 60 characters).
  3. Click Save.

XTRAC saves the rule, numbers it, and appends it to the bottom of the sequence list on the Queue Complete Rule Summary window.

  1. Specify the order that XTRAC executes the rules in.

See Ordering Rules.

  1. Specify the node and rule association.

See Using Rules Stored at Another Node.

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