BMC Remedy AR System Assignment Engine
Unknown macro: {multi-excerpt} The Assignment Engine is used to automatically determine an assignee for a request, based on a set of rules that you can configure.
Unknown macro: {multi-excerpt} 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.
Unknown macro: {multi-excerpt} For more information, see [ars81:Assigning requests with the Assignment Engine].
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