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
Create an assignee form.
You can also use the User form that is installed with BMC Remedy AR System.
- 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.
- On the request form, create the fields listed in
Hide the fields that you do not want users to see. .