Enabling CI-based routing

Before incidents are routed to the correct group, you must first enable CI-based routing. Routing incidents based on certain rules ensures that the incidents are resolved faster. For more information, see Incident routing.

To enable CI-based routing

1. Log on to the BMC IT Service Management home page.
   
2. From the Application list on the left side of the page, click Administrator Console > Application Administration Console > Custom Configuration > Incident Management > Advanced options > Rules.
3. On the Incident Rules form, in the CI Based Routing and Assignment options area, select the check boxes to enable routing for Causal and Service CIs.

• To enable incident assignment based on the Supported By group associated with the CI, select the Enable Supported By Group check box for Causal and/or Service CI. 
• To enable incident assignment based on the CI location, select the Enable CI Based Location Assignment check box for Causal and/or Service CI.
  
• For routing incidents, CI location is considered instead of customer location only if Infrastructure Event is set to Yes in the Systems Supported area of the Configure Assignment Administrative form.

• To enable incident assignment based on the resolution product category, select the Enable Resolution Product Categories check box for the Causal CI.

  Note

  For a Service CI, a ticket is assigned based on product categories. For more information, see Incident routing.