This documentation applies to the 8.0 version of Remedy Action Request System, which is in "End of Version Support." You will not be able to leave comments.

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Auto-assignment methods

The assignment method determines who is assigned to an issue when more than one person matches the qualification. In such cases, the following assignment methods can be specified in an assignment rule to automatically assign the issue:

  • Round Robin — Assigns the issue to the person who has gone the longest since receiving an assignment.
    For example, if person A was last assigned an issue at 9:00 A.M., and person B was assigned an issue at 10:30 A.M., person A is selected.
  • Load Balance by Number — Assigns the issue to the person who has the fewest number of issue assignments.
    For example, if person A is assigned 2 issues and person B is assigned 3 issues, person A is selected.
  • Load Balance by Capacity — Assigns the issue to the person who has the largest unused capacity.
    For example, if person A is assigned 5 issues and has a capacity rating of 10, and person B is assigned 8 issues and has a capacity rating of 20, person B is selected (8/20 < 5/10). If two or more people qualify for an issue, it is assigned to the first person retrieved from the database.
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