Incident routing based on CI location

For automated incidents in BMC Service Resolution, the CI location is used for rule mapping versus end user/manual tickets. You can use the routing rules to assign groups based on relevant CI characteristics. The location of the CI is a relevant characteristic for routing the ticket to the appropriate location.

For example, 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.

To assign incidents based on CI location

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 Assignment and Routing options area, select the Enable CI Based Location Assignment check box for a CI and/or a Service CI.
4. Click Save.

The following figure illustrates enabling incident routing based on CI location.

Related topic

Incident routing