Example: Automating assigning service requests to service groups

The development team at a manufacturing facility is asked to implement a business rule into the production system. When a pipeline leaks in the facility an operator creates a service request to report the leak. The pipeline volume determines the service group that is assigned to the service request. The development team creates a script that assigns the service request to the appropriate service group. If the volume of the pipeline is greater than a specified limit, the team must also ensure that a work log is created.

1. Create an action launch point and script.
2. Create an escalation.
3. Test the configuration.
4. Create the work log by using MBO APIs.