This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

Creating assignments

This topic describes how to create a group assignment and includes information about auto assignments.

To create a group assignment

  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.

    Configure Assignment form

  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 use for assignment.
  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.
    You can map the Assignment entry using the following data structures:
  • Organization
  • Location

  • Operational Categorization

    Note

    Operational Categorization is not used in the BMC Asset Management application.

  • Product Categorization

  1. In the Available Systems area, select the BMC Remedy ITSM applications and modules to which to apply the assignment entry. For example, you can create an assignment entry that applies only to the Incident Management feature of the BMC Service Desk application. This enables you to select different support groups for assignment, even if the mapping selections are the same.

    Note

    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 the Yes check box for Change Management, Incident Management, and Work Order Management, tasks are still considered for auto assignment.

  2. Click Save.

Auto assignments

You can configure assignment routing so that the system automatically assigns records, such as problem investigations or change requests, to the appropriate support group. To automatically assign issues or requests to a group, use the Group Assignment form.

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.

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


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

Note

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


Related topics

Adding a support staff person

Creating people records using template

Assignment events 

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Comments

  1. Jacques Tessier

    I am trying to determine in the configure assignment where the client's company versus the resolvers company is located. I am a service provider with 150+ clients. Each client has a company in our multi-tenant environment. When the client opens a ticket, does the company field in Order 2 contain the filtered company list for the client and order 1 contains all of the companies that support this client?

    My company as a service provider has multiple organizations (sales, support, distribution etc.). Each organization has multiple departments (e.g. support has IT compute, IT storage, IT network, IT middleware etc.). Therefore if Order 1 defaults to the support organization this makes my life easier.

    Mar 18, 2020 12:27
    1. Jyoti Nerkar

      Hello Jacques,


      Thanks for this comment. I will discuss the scenario and the question with the R&D team and get back to you on this.


      Regards,

      Jyoti

      Mar 23, 2020 03:41
      1. Jyoti Nerkar

        Hello Jacques,


        The answer to your question >> When the client opens a ticket, does the company field in Order 2 contain the filtered company list for the client and order 1 contains all of the companies that support this client?>> is No the Order 2 doesn't contain filtered list.


        Hope that helps. Feel free to write us back if you need more details.


        Regards,

        Jyoti

        Mar 24, 2020 04:26
        1. Jacques Tessier

          thanks can you tell me what the difference is between Contact Company and Company fields (Order 1 & Order 2)

          Mar 24, 2020 08:16
          1. Jyoti Nerkar

            Hello Jacques,


            Company - Customers who request support belong to the customer company. For example, Allen raises an Incident Management ticket for Calbro Services. Calbro Services is referred as customer company for this ticket.

            Location company - The company associated with a location where the changes requested through a ticket are implemented. For example, Calbro Services is located in New York. Allen raises a ticket for Calbro Services to resume the email server which is located in Paris. Invention Inc is associated with the Paris office of Calbro Services. For this ticket, Invention Inc is the location company.


            Please refer to this topic - Support group configuration for assignments.

            Regards,

            Jyoti

            Mar 26, 2020 12:08