BMC Intelligent Ticketing 2.0 expands the routing rules to use more CI attributes so that the tickets are assigned to appropriate groups and the right personnel. Correct routing and assignment speeds up the ticket resolution process.
You can now assign incidents based on the following routing options:
- CI Location
- Supported By group for Causal or Service CIs
- Resolution Product Categories
- Product Name
- Operational Categories
In Incident Management, a new CI Based Routing and Assignment Option section is added on the Incident Rules form. Before you can use the enhanced functionality, you must first enable CI-based routing. For more information, see Enabling CI-based routing.
For more information about routing based on these options, see:
Overview
Content Tools
Apps
Reporter Replacement
com.bmc.atlassian.bmc-util-plugin-2.section.label
Tasks