Before tickets are routed to the correct group, you must first opt in for CI-based routing. Routing tickets based on certain rules ensures that the tickets are resolved faster. For more information, see Ticket Routing Rules.
To enable CI-based routing
- Log on to BMC IT Service Management home page. For information on accessing the IT Home page, see Accessing the interface.
- From the Application list on the left side of the IT Home page, click Administrator Console > Application Administration Console > Customer Configuration > Incident Management > Advance options > Rules.
- 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.
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5 Comments
Frank Thomae
In this page are two unknown attachments
Ashwini Mathad
Hi Frank,
Thank you for your comment. I have fixed the attachment issue. You should be able to see the screenshots now.
Thank you!
Ashwini
Frank Thomae
Yes, thanks Ashwini.
The attachment is visible now.
Mark Stephens
Jesse Richardson