Transfer Rules

Transfer rules automatically move work items from one queue to another based on the rule conditions that you specify. You can also create transfer rules with conditions that are based on a multi-select field. See Multi-Select Custom Fields.

To see how operators transfer work items, see the XTRAC Workbench User Guide.

In addition to defining transfer rules, you can set various transfer options to perform the following actions:

• Let operators transfer work items from any work queue, their own personal queue, or another operator’s personal queue to any queue in their organization.
• Control which operators can transfer work items out of a specific queue at the node where the transfer rule resides.
• Prevent transfer rules from firing at a queue that resides at a specified node.
• Prevent operators from overriding transfer destinations that were set in the transfer rules.

IMPORTANT: When you use transfer rules, you cannot have an item return to the queue that started the transaction. For example, you have an item in queue A and a transfer rule is triggered to move the item to queue B. At queue B, there is an AR transfer rule to move the item to queue C. At queue C, there is an AR transfer rule to move the item back to queue A. All rules trigger except for the last one because it is sending the item back to the original queue.

Note: Passive sampled work items are filtered out in the nightly batch process for any transfer rules. For more information about passive sampling, see Sampling Rules.

For general XTRAC rule information, see XTRAC Rules.

The following table provides a summary of all of the transfer options:

Creating a Transfer Rule

Note: To define a transfer rule, you need the Create and Transfer Rule security functions as part of the security group that is associated with your entitlement set.

To create a transfer rule

1. In Feature Explorer, click Rules > Transfer Rules.
2. In the Transfer 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 Transfer Rule Detail window, in the Description field, type a description for the rule (up to 60 characters).
5. In the Events drop-down list box, select the event that you want to use.
6. In the Condition tab, build the rule conditions by selecting the fields, criteria, and values.

See Rule Conditions and Building a Rule Condition.

Note: To avoid defining multiple conditions for different fields, you might be able to create a multi-select custom field to set up the conditions. See Multi-Select Custom Fields.

7. Click the Action tab.
8. In the Transfer Destination Queue field, type the queue for the transfer destination.
9. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
10. (Optional) In the Memo field, type the reason for creating the rule (up to 60 characters).
11. Click Save.

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

12. Specify the order that XTRAC executes the rules in.
    
    See Ordering Rules.
13. Specify the node and rule association.
    
    See Using Rules Stored at Another Node.

Enabling Operators to Transfer Work Items

To transfer work items, the entitlement set associated with the operator must have the following rights:

• Work access to the node they transfer the work item from.
• The Transfer security function in their security group.

Also, the operator’s entitlement set must let the operator do one or both of the following actions:

• Transfer work items from any work or personal queue (other than their own) in their work access group to any queue in their organization, the Allow operator to transfer work items from a work queue or another operator's personal queue option.
• Transfer work items from their personal queue to any queue in their organization, the Allow operator to transfer work items from this operator's personal queue option.

Transferring Items from Any Work or Personal Queue in the Group

You can give operators the privilege to transfer work items from any work or personal queue in their work access group, except from their personal queue, to any queue in the organization through their associated entitlement set.

You must check the Allow operator to transfer work items from a work queue or another operator's personal queue option in the Entitlement Set Options tab.

To enable operators to transfer work items from any work or personal queue in their work access group to any queue in the organization

1. In Feature Explorer, click Environment > Entitlement Sets.
2. In the Entitlement Set Summary window, click New.

You can also open an existing entitlement set.

3. In the Entitlement Set window, ensure that the entitlement set has work access to the node where the work item is currently located.
4. Associate the entitlement set with a security group that includes the Transfer security function.
5. In the Options tab, under the Allow operator to transfer work items section, check the From a work queue or another operator's personal queue check box.

Note: If the operator is transferring work items from a work list, you must also check the Allow operator to view the work list for any operator's personal queue check box. If the operator is transferring work items using any other method, the operator does not need this option. For example, from the Search Results list.

6. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
7. (Optional) In the Memo field, type the reason for updating the transfer option (up to 60 characters).
8. Click Save.
9. Open the operator profile and associate this entitlement set with the operator.

XTRAC lets this operator transfer work items from any work or personal queue in his or her work access group, except his or her personal queue, to any queue within the organization.

Transferring Items from a Personal Queue

You can give operators the privilege to transfer work items from their own personal queue to any other queue in the organization.

You must check the Allow operator to transfer work items from this operator's personal queue check box in the Entitlement Set Detail - Options tab, and then associate the operator profile with this entitlement set.

To enable operators to transfer work items from their personal queue to any work or personal queue in the organization

1. In Feature Explorer, click Environment > Entitlement Sets.
2. In the Entitlement Set Summary window, click New.

You can also open an existing entitlement set.

3. In the Entitlement Set Detail window, associate the entitlement set with a security group that includes the Transfer security function.
4. Click the Options tab.
5.  Under the Allow operator to transfer work items from section, check the This operator's personal queue check box.
6. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
7. (Optional) In the Memo field, type the reason for updating the transfer options (up to 60 characters).
8. Click Save.
9. Open the operator's profile and associate this entitlement set with the operator.

XTRAC lets this operator transfer work items from his or her personal queue to any queue in the organization.

Allowing Operators to Transfer Work Items at a Queue

To prevent an operator from transferring work items, you can remove the Transfer security function from the security group that is associated with the operator’s entitlement set. You can also let the operator transfer work items but prevent them from transferring work items only at a specific queue by assigning transfer out security groups to the queue.

If you do not assign any security groups to a queue, any operator with the appropriate privileges can transfer work items out of the queue. If you want to control which operators can transfer work items out of a particular queue, define a list of security groups for the queue. An operator can then transfer work items out of the queue only if they belong to the applicable transfer-out security group.

To allow operators to transfer work items at a queue and assign transfer-out security groups

1. In Feature Explorer, click Environment > Queues.
2. In the Queue Summary window, select the queue you want to update, and then click Open.

You can also double-click the queue.

3. In the Queue Detail window, click Add.

By default, no transfer out security groups are assigned to a queue. Any operator with the appropriate privileges can transfer work items out of the queue.

4. In the Select Security Groups window, select the security groups.

Use standard Windows options to select all security functions, consecutive security functions, or non-consecutive security functions.

5. Click OK.

The Select Security Groups window closes and the Queue Detail window opens with a list of the selected security groups

Note: To remove a transfer out security group from the Transfer Out Security Group grid, select it, and then click Remove.

6. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
7. (Optional) In the Memo field, type the reason for assigning the transfer-out groups (up to 60 characters).
8. Click Save.

XTRAC saves the changes to the work queue and closes the window. Operators that belong to the selected security groups that are associated through their entitlement set can transfer work items from this queue.

Preventing Transfer Rules from Firing at a Work Queue

You can prevent transfer rules from firing at a queue by unchecking the Allow items to be automatically transferred out of this queue by a transfer rule check box.

To prevent transfer rules from firing at a specific work queue

1. In Feature Explorer, click Environment > Queues.
2. In the Queue Summary window, select the queue you want to update, and then click Open.
3. In the Queue Detail window, in the Transfer Options section, uncheck the Allow items to be automatically transferred out of this queue by a transfer rule check box.

By default, XTRAC checks this option and fires the transfer rules that are stored at the current node.

4. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
5. (Optional) In the Memo field, type the reason for updating the option (up to 60 characters).
6. Click Save.

XTRAC saves the changes to the work queue profile and closes the window.

Allowing Work Items to Transfer Out of a Personal Queue

You can allow transfer rules to fire at a specific personal queue by checking the Allow items to be automatically transferred out of this operator's personal queue check box in the Operator Detail - Options tab.

To allow transfer rules to fire at a specific personal queue

1. In Feature Explorer, click Environment > Operators.
2. In the Operator Summary window, select the operator whose profile you want to update, and then click Open.

You can also double-click the operator's name.

3. In the Operator Detail window, click the Options tab.
4. In the Allow items to be automatically transferred section, check the Out of this operator's personal queue check box.
   
5. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
6. (Optional) In the Memo field, type the reason for updating the operator (up to 60 characters).
7. Click Save.

XTRAC lets work items automatically transfer out of this operator’s personal queue.

Preventing Items from Transferring to a Personal Queue

By default, XTRAC lets you automatically transfer work items into an operator’s personal queue by using a rule. To prevent a personal queue from being selected as a destination queue for a work item transfer, you must uncheck the Allow items to be automatically transferred into this operator's personal queue check box in the Operator Detail - Options tab.

To prevent work items from transferring to a specific personal queue

1. In Feature Explorer, click Environment > Operators.
2. In the Operator Summary window, select the operator, and then click Open.

You can also double-click the operator's name.

3. In the Operator Detail window, click the Options tab.
4. In the Allow Items to be automatically transferred section, uncheck the Into this operator's personal queue check box.
5. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
6. (Optional) In the Memo field, type the reason for updating the option (up to 60 characters).
7. Click Save.

XTRAC prevents work items from being automatically transferred into this operator’s personal queue.

Preventing Manual Transfers of an Item from a Queue

XTRAC selects the Allow items to be manually transferred out of this queue option by default so that an operator can transfer work items to a different work or personal queue than the queue that is specified in the transfer rule. To prevent an operator from overriding this queue, you must clear the Allow items to be manually transferred out of this queue option from the Queue Detail window.

To prevent an operator from manually transferring a work item to a different work queue than is specified in the transfer rule

1. In Feature Explorer, click Environment > Queues.
2. In the Queue Summary window, select the queue that you want to update, and then click Open.
3. In the Queue Detail window, in the Transfer Options section, uncheck the Allow items to be manually transferred out of this queue check box.
   
   By default, XTRAC checks this option and fires the transfer rules that are stored at the current node.
   
4. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
5. (Optional) In the Memo field, type the reason for updating the queue (up to 60 characters).
6. Click Save.

XTRAC saves the changes to the work queue profile and closes the window.

Preventing Manual Transfers of an Item from a Personal Queue

XTRAC selects the Allow items to be manually transferred out of this operator's personal queue option by default. To prevent an operator from overriding the transfer destination that is defined in a transfer rule for their personal queue, you must clear the Allow items to be manually transferred out of this operator's personal queue option from the Queue Detail - Options tab.

To prevent an operator from manually transferring a work item from a personal queue to a different queue than is specified in the transfer rule

1. In Feature Explorer, click Environment > Operators.
2. In the Operator Summary window, select the operator, and then click Open.
3. In the Operator Detail window, click the Options tab.
4. In the Allow items to be manually transferred section, uncheck the Out of this operator's personal queue check box.
5. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
6. (Optional) In the Memo field, type the reason for updating the operator's profile (up to 60 characters).
7. Click Save.

XTRAC prevents this operator from transferring work items from their personal queue.

Preventing Manual Transfers of an Item to a Personal Queue

By default, XTRAC lets an operator transfer work items into another operator’s personal queue. To prevent this action, clear the Allow items to be manually transferred into this operator's personal queue option in the Operator Detail - Options tab.

To prevent an operator from manually transferring work items into a specific personal queue

1. In Feature Explorer, click Environment > Operators.
2. In the Operator Summary window, select the operator, and then click Open.
3. In the Operator Detail window, click Options.
4. In the Allow items to be manually transferred section, uncheck the Into this operator's personal queue check box.
5. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
6. (Optional) In the Memo field, type the reason for updating the profile (up to 60 characters).
7. Click Save.

XTRAC prevents this operator from transferring work items to the specified operator’s personal queue.

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