Ordering Assignments

Available in Version 4.2 and up

In many cases records are assigned as soon as they’re created. However, there are plenty of situations where it makes more sense to assign records over a longer period of time. For example, using time-based limits or max active load can create a backlog of records that are waiting for assignment. In such cases it’s important to consider which pending records should be assigned first.

Assignment Ordering allows you to choose which records are prioritized and assigned first. By default, records will be assigned according to their Created Date from oldest to newest. Follow these steps to update the order in which records are assigned:

1. Navigate to the Settings tab of the Kubaru Console.
2. In the Object Settings section, select the object of interest, then click the Edit [Object] Settings button.
3. In the Order [Object] Assignments By section, select the field(s) that you’d like to use to order assignments. You can choose up to three fields.
4. Check the Descending checkbox to order assignments in descending order–or leave unchecked for ascending.
5. Check the Nulls Last checkbox to sort records with null values last–or leave unchecked for these to be assigned first.
6. Click Save.

Things to keep in mind

The following field types cannot be used in ordering and will not show as options: “Text Area (Long)”, Text Area (Rich)”, “Text (Encrypted)”, “Multi-Picklist”, and any fields that are encrypted at rest using Shield Encryption.

It’s important to note that picklists sort according to how the picklist values are ordered from top to bottom. For example, let’s say you choose to order assignments based on a Priority picklist field that contains the following options in order: High, Medium, Low, and Critical. In this case, the high priority records would be assigned first–and the critical priority cases would be assigned last. To ensure records are assigned in order of priority you’d want to reorder the picklist values to Critical, High, Medium, and Low. See sorting picklists for more information.

Router-Level Assignment Ordering

Available in Version 4.8 and up

It’s possible to order assignments differently for each router. To do so, you’ll need to enable the router-level ordering feature:

If you have over 100 Kubaru Routers, please contact us at support@kubaru.io before enabling this feature

1. Navigate to the Settings tab of the Kubaru Console.
2. Under Object Settings, select the desired object and click the Edit [Object Name] Settings button.
3. Under Order [Object Name] Assignments By, check Set for each individual router.
4. Click Save.

After doing this, you will no longer see the order by options in the Kubaru Console. Instead, you will see them when viewing / editing a router.