Assigning requests with the Assignment Engine
The Assignment Engine is installed with BMC Remedy AR System. By following a simple process, you can automatically assign users to specific requests.
The Assignment Engine uses processes instead of workflow to automatically assign requests to individuals. You can install this feature by using the BMC Remedy AR System suite installer.
The Assignment Engine is an AR System interface that processes the assignment of requests. It is a rule-based application. The Assignment Engine administrator defines the processes and rules. A process can have multiple rules.
An entry in the Application Pending form provides the process name and request ID of the application request. Based on this input, the Assignment Engine executes the associated rules against a form where the assignee information is stored. The correct assignee is located and is set in a preconfigured field on the request form.
If multiple assignees are available, the certain predefined assignment methods are used to identify an assignee for the request. See Integrating the BMC Remedy Assignment Engine into an application.
This section contains information about:
- Auto-assignment methods
- Assignment process flow
- Assignment Engine Administration Console introduction
- Configuring a private queue for the Assignment Engine
- Assignment Engine forms
For information about configuring assignments using BMC Remedy ITSM, see Configuring assignments.