This documentation supports the 21.3 version of BMC Helix ITSM.

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

Setting up assignment routing to support groups_1

You can configure assignment routing so that the system automatically assigns records, such as investigations or change requests, to the appropriate support group.

When the 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 select the support group for assignment.

These procedures are for standard assignment processing and do not include instructions for configuring application-specific assignment. You must configure the BMC Helix ITSM  assignments solely from the Application Administration Console. Do not configure the BMC Helix ITSM  assignments from either the Remedy Assignment Engine  Console or from back-end forms, because this causes issues.

Before you begin

Make sure that you have created the support group for assignment routing. For more information about how to create a support group, see Creating support groups Open link .

To create assignment routing

  1. On the Standard Configuration tab of the Application Administration Console, select the correct company.
  2. Click the Create link next to Assignment.
  3. On the Assignment dialog box, in the Event field, select the type of assignment entry.
    For example, the Incident Owner is used by the Incident Management feature of Service Desk to assign an Owner Group to the incident. The Owner Group is responsible for making sure that the customer is satisfied with the incident resolution and for closing the incident.
  4. (Optional) Enter a description.
  5. In the Assigned Group field, select the support group to assign.
  6. In the Routing Order area, specify when this assignment entry should be used for the automated assignment.


    Select the location of the incident or request. If this routing applies to all companies, select Global.

    Operational Categorization

    You can route assignments by operational services.

    Product Categorization

    You can route assignments by product categorization.

    Operational Categorization is not used in BMC Helix ITSM: Asset Management.

  7. Click Add.


    You should create all event assignments for your company and groups. Otherwise, you could encounter issues when creating tickets.

  8. When you have finished adding assignment routings, click Close.
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