Incident routing

When an issue is reported, an incident is created, which should be assigned to a person who upon assignment resolves the issue and closes it. Incident routing deals with the assignment of incidents to the correct group. Auto routing the incident to the appropriate group first time significantly reduces the total time required for resolving the issue. An inefficient process for routing of issues can result in delays that impacts the customers for an unknown period of time causing delays. An effective Intelligent Ticketing solution automatically routes the reported issues to the right group with the right skilled resources required to resolve the ticket quickly.

Typically, a customer reports of an issue and the service desk agent creates an incident. Based on the discretion of the service desk agent and the information provided by the customer, the incident gets routed. However, for BMC Service Resolution events that are triggered by the Event monitoring application, incidents are routed using the CI characteristics and are assigned to the appropriate group. The automated incidents are different from the incidents created by the service desk agent because the automated incidents leverage the CI based characteristics.

Routing rules ensure that reported issues are routed to skilled resources that are best suited to resolve the ticket. 

In the case of automated incidents, routing rules can be used to assign groups based on relevant CI characteristics. For example, the location of the CI is a relevant characteristic for routing the ticket to the appropriate location. Consider a customer from Italy who reports a possible memory issue with a server that is located in Canada. If the CI Location is not considered, a ticket would be created and assigned to a group based in Italy because the problem was reported by the customer from Italy. However, for faster resolution, it may be more appropriate to assign the ticket to a support group in the impacted location, which is Canada.

Routing optionTo be used when ...
Managed By groupA dedicated group is responsible for tracking and managing a key CI instance such as a database server through its life cycle.
Supported By groupA dedicated support group is responsible for a key CI instance such as a database server.
Operational categorization

A structure used to define the work that is being done for a particular incident.

For example, a request for new VM should be routed to the group having expertise in VM provisioning. This structure is also used to qualify reporting in the system, qualify how groups and support staff get assigned, and route approvals.

CI LocationThe CI Location is to be considered for routing instead of Customer Location.
Product categorizationA structure that helps you to define a description of the object or service on which you are performing the work (for example, Hardware, Peripheral Device, Monitor. The Product Category fields are used to support the Service CI field.
Resolution categorization

A support group is aligned to a particular class of devices and is based on the CI+ field. 

For example, printing-related issues should be routed to IT department. Resolution Product Categories are used to support the CI+ field.

Default support groupNo routing options are specified or when the incident does not match the available assignment option.

When tickets are created, the CI-based characteristics, such as the supported group, managed by group, the resolution product categories, the product categories, the operational categories, and the location are considered for routing the tickets.

Related topics

Incident rules (BMC Service Desk 9.1)

Incident governance

Incident classification


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