This documentation supports the 20.02 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Creating assignments

As a part of configuring assignment process ,you can create a group assignment and set up auto assignments as well.

To configure automatic assignment to support groups

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation > Configure Assignment > Configure Application Assignment, and then click Open.
    The Configure Assignment form is displayed.

  3. To change the form to New mode, click New Request on the form in a browser.
  4. In the Event field, select the type of assignment entry.
  5. Select a status for the assignment. For an active assignment, the status should be Enabled.
  6. Optionally, you can select a sort order.
    The assignment is placed in order, based on the number selected. When two or more assignment rules match the criteria, the one that has a greater sort order is given preference. Generic assignments should have a lower sort order and specific assignments should have a greater sort order.

  7. In the Assignment area, select the support company, support organization, and assigned group to assign the support group.
  8. In the Routing Order area, as an advanced feature you can further specify when this assignment entry should be used for the automated assignment. When a BMC Remedy ITSM application uses the routing order, which is a feature of many of the main ticketing forms, it uses information from the form to find an assignment entry and, in turn, the support group for assignment.
    The Contact Company and Company fields are required. In an incident, the value of the Contact Company and the Company fields relate to the customer company.
    You can map the Assignment entry using the following data structures:
    • Organization
    • Location

    • Operational Categorization (not used in the BMC Asset Management application)

    • Product Categorization

  9. In the Available Systems area, select the BMC Remedy ITSM applications and modules to which to apply the assignment entry.
    This enables you to select different support groups for assignment, even if the mapping selections are the same. For example, you can create an assignment entry that applies only to the Incident Management feature of the BMC Service Desk application. If you select the Security Incident option under Incident Management, when you create a security incident, it is automatically assigned to the required security team.

    Important

    The settings specified in the Available Systems area are applicable only for the events relevant to the systems (also referred as parent systems) listed in this area. If you create an event relevant to a child system, it is considered for auto assignment irrespective of the settings specified in the Available Systems area.

    For example, task is a child of Change Management, Incident Management, and Work Order Management. However, when you create a Task Assignee type of event and do not select Yes for Change Management, Incident Management, and Work Order Management, tasks are still considered for auto assignment.

  10. Click Save.

Auto assignments

You can configure assignment routing so that the system automatically assigns records, such as incidents, problem investigations, or change requests, to the appropriate support group. To automatically assign issues or requests to a group, use the Group Assignment section. When a BMC Remedy ITSM application uses the routing order, it uses form information to find an assignment record and to select the support group for assignment. For example, if you enter the required details in the Group Assignment section and select Security Incident for Incident Management under Available Systems, when you create a security ticket, it will be automatically assigned to the group that you have selected. 

Using the BMC Remedy Assignment Engine application, which is packaged with BMC Remedy ITSM, you can define criteria to automatically assign an issue to a specific individual from the available people. For more information about the assignment process in Remedy applications, see the following topics:

  • Configuring incident rules Open link
  • Configuring change rules Open link
  • Knowledge Assignment Method Open link
  • Configuring release rules Open link
  • Problem Management rules Open link
  • Configuring automatic assignment rules for individuals Open link


For information about Assignment Engine, see   Assigning requests with the Assignment Engine Open link .

Important

To remove an individual from auto-assignment, set the Assignment Availability field on the People record to No.

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