Work-item node types

When a work item arrives, this node executes. Optional output parameters can be specified to receive the service data for the work item.

The following parameters can be set:

Parameter	How many?	Type	Description
Output Parameters			Optional output parameters for the work item. These parameters allow the information for the work item that has just arrived to be made available to the rest of the work item flow. For each work item field that your work item flow requires access to, create a variable to pass to the relevant optional output parameter. That variable will then be populated with the value of the equivalent field from the work item.
Item ID	0 or 1	Integer	An optional variable to receive the ID of the work item.
Type	0 or 1	String	An optional variable to receive the type of work item.
Date	0 or 1	String	An optional variable to receive the date on which the work item was created, in the format: YYYYMMDD.
Category	0 or 1	String	An optional variable to receive the category of work item.
Priority	0 or 1	Integer	An optional variable to receive the priority of the work item.
UDF <number>	0 or 1	String	Optional variables to receive the User-Defined Fields (UDFs).

The following branch can be taken:

Branch	How many?	Description
Next	1	This branch is always taken.

This node type allows branching based on the content of a specific work-item field.

To branch on a specific field value, you need to add an optional branch by right-clicking on the node name and selecting Add “Match” Branch.

To set the branch parameters, select the new branch by left-clicking on the branch.

There are no parameters for this node type.

The order of the branches are the order in which the matches are carried out. The first branch to be matched is taken. If nothing matches, the No Match branch is taken.

The Match branch parameters are as follows:

Parameter	How many?	Type	Description
String Matches	1 to 30		The branch to take if a specific string field is matched.
Field to Match		Enum	The field to match. One of: Name, Type, Category or UDF.
Match Type		Enum	The type of match: Equals or Contains.
Match Value		String	The string to match. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values.
Number Matches	1 to 30		The branch to take if a specific number field is matched.
Field to Match		Enum	The field to match: Priority.
Match Type		Enum	The type of match: Equals, Not Equals, Less Than or Greater Than.
Match Value		Integer	The number to match. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values.
Date Matches	1 to 30		The branch to take if a specific date field is matched.
Field to Match		Enum	The field to match: Date.
Match Type		Enum	The type of match: Equals, Before or After.
Match Value		String	The date to match in the format: YYYYMMDD. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values.
No Match	1		The branch to take if no other branches match.

This node type allows a work item to be queued for processing by an agent.

There are no branches for this node type, as it is an end node.

The following parameter can be set:

Parameter	How many?	Type	Description
Queue	1	Queue	The work item queue to join. Note: If required, this parameter for can be set to User-configurable so that it can accept a value specified by a company administrator using the Administrator Portal. For more information, see Adding user-configurable values.

This node type causes a work item to be rejected.

There are no branches for this node type, as it is an end node.

The following parameters can be set:

Parameter	How many?	Type	Description
Message	1	String	A message that will be included in the results file for the rejected work item. Note: If required, this parameter for can be set to User-configurable so that it can accept a value specified by a company administrator using the Administrator Portal. For more information, see Adding user-configurable values.