This documentation supports the 20.02 version of Remedy Action Request (AR) System.

To view an earlier version, select the version from the Product version menu.


Preparing for the auto-assignment process

To begin the auto-assignment process, identify the following types of forms:

  • Assignee form — Contains data about people or groups to whom you want to assign requests. This form is the source form that holds information for the request form.
    A single process can have multiple assignee forms.
  • Request form — Is used to assign a request. An example might be a Help Desk form to which Support representatives are assigned tickets. This is the target form that receives information from the assignee form.

To prepare for the auto-assignment process

  1. Create an assignee form.

    Tip

    You can also use the User form that is installed with BMC Remedy AR System.

  2. On the assignee form, create the fields listed in Adding fields to the assignee form.
    Hide the fields that you do not want users to see.
  3. On the request form, create the fields listed in Adding fields to the request form.
    Hide the fields that you do not want users to see.

Where to go from here

Adding assignee and request forms

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