This documentation supports the 9.1 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

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 lowest capacity ratio.
Consider the following example:

If person A has a capacity rating of 10 and is assigned 5 issues, then the capacity ratio is 5/10=0.5 (Assigned issues/Capacity rating=Capacity ratio).

Similarly, if person B has a capacity rating of 20 and is assigned 8 issues, then the capacity ratio is 8/20=0.4. In this case, person B is selected because of the lowest capacity ratio.

But if person A and person B have a capacity rating of 10 and are assigned 10 issues, in this case, the next open issue is assigned to the person who has gone the longest since receiving an assignment.

Note

For the Load Balance by Number and Load Balance by Capacity assignment methods, it is possible that two or more people qualify for an issue. In such cases, the assignment does not happen in alphabetical or random order, but in the sequence in which the records are fetched. This sequence is determined by the sort order on the assignee form, if specified; else, in the order in which the records are created.

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Comments

1. Wendy Stubenhofer

In previous versions of Remedy, OOB Assignment Engine integration can be set only at Company level. Is this still true with 9.1 or can we assign Round Robin by individual support groups?

Oct 14, 2016 08:49
1. Prachi Kalyani

Hello Wendy,

We are getting this confirmed from the technical team. We will get back to you soon.

Thanks,

Prachi

Oct 17, 2016 05:44
1. Prachi Kalyani

Hello Wendy,

The Assignment Engine integration is still set only at Company level.

Thanks,

Prachi

Oct 25, 2016 01:25
2. Pahman Hasibuan

hi, i want asked about why the form incident can auto assigned to service desk when i fill the tier product and operational category, but i setting in assignment in order 3 (product) and order 4 (operational) is null , i dont fill the tier ? what the reason ?

Dec 10, 2017 09:39