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Methods for automatically assigning tickets to individuals For each type of assignee, select an assignment method.įor example, for work orders, you configure the assignment method for the work order manager and for the work order assignee.Set Assignment Engine Integration to Yes.Selecting Global configures assignment for all companies. Select the company for which to configure assignment, or select the Global option.You configure this assignment from the rules form for each ticket type, such as Incident Rules and Work Order Rules.įrom the Application Settings list, select the applicable module, such as Service Request Management, then the ticket type, such as Work Order, then Rules, and click Open. The Assignment Engine can automatically assign tickets to individuals. To configure ticket assignments to individuals within a support group Please check the page name and MultiExcerpt name used in the MultiExcerpt Include macro. MultiExcerpt named ' Assignment_events' was not foundThe multiexcerpt named ' Assignment_events' was not found. This enables you to select different support groups for assignment, even if the mapping selections are the same.įor more information about configuring ticket assignments, see Creating assignments and In the Available Systems area, select the BMC Remedy ITSM modules to which to apply the assignment entry.įor example, you can create an assignment entry that applies only to the Incident Management module.( Optional) In the Routing Order area, you can specify when the assignment entry should be used for the automated assignment.In the Assignment area, select the support company, support organization, and assigned group.Select a status for the assignment entry.įor an active assignment, the status should be Enabled.The Owner Group is responsible for ensuring that the customer is satisfied with the incident resolution and for closing the incident.
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From the Application Settings list, select Foundation > Configure Assignment > Configure Application Assignment, and then click Open.In Remedy Mid Tier, from the Application Administration Console, click the Custom Configuration tab.To configure ticket assignments to support groups Organizations, locations, services, and categorization must be configured before they can be used for automatic assignments.