This documentation supports the 21.3 version of BMC Helix ITSM.

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

Configuring assignments

Ticket or request assignments are based on organization, location, service, and product categorization. Assignments are also associated with the application in which they are used. An assignment can be broadly or narrowly defined, and can apply to all or only specific BMC Helix ITSM applications.

Important

Configure BMC Helix ITSM assignments solely from the Application Administration Console. Do not configure BMC Helix ITSM assignments from either the Assignment Engine Console or from back-end forms, because this might cause the application to not assign requests as expected.

In BMC Helix ITSM, 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.
  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 Helix 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.

    Important

    We recommend that you configure location or categorization specific assignment rules. A default assignment configuration rule must be available for each company, so that it is applied for generic assignments.

    You can map the Assignment entry using the following data structures:

    • Organization
    • Location

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

    • Product Categorization

  9. In the Available Systems area, select the BMC Helix 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 Helix ITSM: 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.

Assignment events

Event

Available systems

Form assignment

Description

- General -

Incident Management feature of BMC Helix ITSM: Service Desk

  • User Service Restoration
  • User Service Request
  • Infrastructure Restoration
  • Infrastructure Event

Incident

Used to assign an incident for resolution.

- General -

Problem Management feature of BMC Helix ITSM: Service Desk

Known Error

Used to assign a known error assignee to maintain the accuracy of the known error information.

- General -

Problem Management feature of BMC Helix ITSM: Service Desk

Problem Investigation

Used to assign a problem assignee to investigate the problem.

- General -

Purchase Requisition

Purchase Requisition

Used to assign a purchase requisition.

Incident Owner

Incident Management feature of BMC Helix ITSM: Service Desk

  • User Service Restoration
  • User Service Request
  • Infrastructure Restoration
  • Infrastructure Event

Incident

Used to assign an incident owner for an incident.

Infrastructure Change Coordinator

BMC Helix ITSM: Change Management application

Infrastructure Change

Used to assign a change coordinator for an infrastructure change.

Infrastructure Change Manager

BMC Helix ITSM: Change Management application

Infrastructure Change

Used to assign a change manager for an infrastructure change.

Problem - Coordinator

Problem Management feature of BMC Helix ITSM: Service Desk

Known Error

Used to assign a problem coordinator to a known error.

Problem - Coordinator

Problem Management feature of BMC Helix ITSM: Service Desk

Problem Investigation

Used to assign a problem coordinator to a problem investigation.

Solution
Assignment

Problem Management feature of BMC Helix ITSM: Service Desk

Solution

Used to assign a solution database entry.

Task Assignee

Task Management System

Task

Used to assign a task to the task implementer.

Unavailability Assignment

BMC Helix ITSM: Asset Management application

Unavailability Update

Used to define CI unavailability.

Activity Assignee

Release Management module

Activity

Used to assign an activity assignee for an activity.

Release Coordinator

Release Management module

Release

Used to assign a release coordinator for a release request.

Knowledge SME Review

BMC Helix ITSM: Knowledge Management application

Knowledge Article

Used to assign an article assignee when the article status is set to SME Review.
Content Review

BMC Helix ITSM: Knowledge Management application

Knowledge Article

Used to assign an article assignee when the article status is set to Content Review.
Major Incident Manager

Incident Management feature of BMC Helix ITSM: Service Desk

IncidentUsed to assign a major incident manager for a major incident.
Communication Coordinator

Incident Management feature of BMC Helix ITSM: Service Desk

IncidentUsed to assign a coordinator who owns communication coordination for a major incident.

Automatic assignments to individuals within a support group

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 Helix 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 Assignment Engine, which is packaged with BMC Helix 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 AR System applications, see the following topics:

  • Configuring incident rules Open link
  • Configuring change rules Open link
  • Configuring application settings Open link  in BMC Helix ITSM: Knowledge Management
  • Configuring release and activity rules Open link
  • Configuring Problem Management rules Open link
  • Configuring automatic assignment rules for individuals Open link


For information about Assignment Engine, see   Automatic request assignment Open link .

Automatic assignment to individuals

In addition to configuring group assignment, you can use the predefined assignment processes provided with BMC Helix ITSM that use the Assignment Engine for automatic assignment to individuals.

Advanced administrators can also configure custom individual assignment information in the Assignment Engine.

For more information about configuring the Assignment Engine, see  Automatic request assignment 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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