BMC Remedy AR System Assignment Engine

The Assignment Engine is used to automatically determine an assignee for a request, based on a set of rules that you can configure.

Such rules typically include the availability of employees and group membership. The engine can be configured to assign requests to employees either on a round-robin basis or by load balancing. Load balancing can be further configured by the employee workload capacity or by the number of requests assigned.

If you specify fall-back rules, the assignment engine makes sure that no request goes unassigned, and enables the application to find an available assignee who is best suited to work on the request.