The assignment architecture for the Remedy ITSM Suite is based on a two-phase concept. The first phase is assignment of the support group; the second phase is assigning the support technician using load balancing technology built into the Remedy AR System Assignment Engine.
Phase 1: Support groups
The support group assignment phase is done using BMC Remedy AR System workflow on back-end forms, using four different inputs:
- Operational categorization
- Product categorization
The Assignment form defines the events in which assignment needs to occur. These events are based on the calling application's assignment needs. For example, the BMC Remedy Change Management application requires assignment for the change coordinator and the change manager. Assignment rules are partitioned based on tenancy that has been defined. Each operating company can have its own set of assignment rules.
Phase 2: Individual assignment
Individual assignment is done using the Assignment Engine. Assignment rules are provided to support Number of Tickets Assigned, Round Robin, and Capacity process rules:
- Number of Tickets Assigned assigns the request based on the person who has the lowest number of requests assigned.
- Round Robin assigns the request to the next person in line.
- Capacity uses a formula of the number of requests assigned and a capacity factor to determine total capacity, and assigns the request to the user with the lowest capacity rating.