This documentation supports the 18.05 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Mapping assignments

To make sure Submit operations complete successfully, you must define the assignment mappings for each module. These mappings are defined in the CFG:Assignment form. You need administrator permissions to modify this form.

The following scenarios explain how the assignments are mapped when a custom template is used:

  • When a Service Request is submitted, the CFG:Assignment form is reviewed before a custom template is considered. Thus, when an Incident Request is to be created, the CFG:Assignment  form is considered for - General - Event to assign the Incident to a Support Group, then removes the group with the Custom Template assignment.

  • When an Incident is created on Submit and the CFG:Assignment does not have an Incident Owner set up, then the Group that is assigned to the Incident is also assigned as the Incident Owner.

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