In certain circumstances, you may want to prevent an employee from being assigned to a customer; this may be at the request of the employee, customer, or both parties. Assignment restrictions, also known as DNA (Do Not Assign), can be set from the employee, the customer and the assignment records.
*Note - This is NOT the same as deactivating an employee record.
Creating an Assignment Restriction from the Employee Record:
Step 1: Navigate to the employee for whom the restriction should be set. Expand the details section and select the assignment restrictions page.
Step 2: Select the + icon to create the new assignment restriction:
Step 3: Select the appropriate customer and within the description field, enter any relevant notes as to why the employee should not return to this customer/department.
*Note- If the selected customer has multiple departments, be sure to select the correct department as well. If the employee should not return to any of the customer's departments, select the primary or root record, and select the "All Departments" checkbox:
Step 4: Select CustomerDNAEmployee and/or EmployeeDNACustomer based on where the request has come from.
Step 5: Click Save.
Once the Assignment Restriction has been added a few things will happen automatically:
- In the employee/details/assignment restriction page, the assignment restriction will be listed:
- An assignment restriction avatar icon will appear on the employee record:
- A message will be logged on both the employee and the customer/department for whom the assignment restriction has been set:
In the future, if there is an attempt to assign this employee to that customer/department, Enterprise will react with an assignment restriction warning which may be a hard stop, preventing the assignment:
*Note - Based on your Enterprise configurations, this type of assignment restriction may display as a "soft stop" (i icon) instead of a "hard stop" (stop sign icon).
Creating an Assignment Restriction from the Customer Record
When an assignment restriction is created from the customer record, the same effects take place as when adding the assignment restriction from the employee record. Meaning, the DNA will be set on the employee record and the messages will automatically be logged on both the employee and the customer record.
Step 1: From the customer or department record, set the assignment restriction by expanding the details section and selecting assignment restrictions:
Step 2: When setting the assignment restriction from the customer record, use the employee drop-down to look up the individual who should not return:
Creating an Assignment Restriction from the Assignment Record:
An assignment restriction can be set when ending an assignment.
Step 1: From the details page of the assignment, end the assignment as usual. Users will notice that there are two heck boxes related to DNA- one to set a Customer DNA the other to set an Employee DNA:
*Note - All aspects of the assignment restriction will be set by creating the restriction from the assignment, except: When setting the assignment restriction from the assignment, the restriction will only be applied to the department of the customer to which the employee was assigned. If the assignment restriction should be set for sub-departments or all departments, it is recommended that the restriction be set at the employee or customer record.
Removing an Assignment Restriction
A customer or employee may change their mind about the assignment restriction, or, perhaps a restriction expires.
Step 1: Navigate to the assignment restriction page of the employee or customer record.
Step 2: Click to highlight the assignment restriction which is to be edited or removed. Click on the pencil icon to edit or the x button to remove the restriction: