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

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Mapping assignments

To make sure Submit operations complete successfully, you must define the assignment mappings for each module. These mappings are defined in the CFG:Assignment form. You need administrator permissions to modify this form.

The following scenarios explain how the assignments are mapped when a custom template is used:

  • When a Service Request is submitted, the CFG:Assignment form is reviewed before a custom template is considered. Thus, when an Incident Request is to be created, the CFG:Assignment  form is considered for - General - Event to assign the Incident to a Support Group, then removes the group with the Custom Template assignment.

  • When an Incident is created on Submit and the CFG:Assignment does not have an Incident Owner set up, then the Group that is assigned to the Incident is also assigned as the Incident Owner.

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Comments

  1. Leonard Warren

    There is nothing here that indicates if a custom Template is being used and what happens to the hard-coded assignment if used. Thus, suggested entries could be:

    1. When a Service Request is submitted, the CFG:Assignment form is reviewed before a custom template is considered. Thus, when an Incident Request is to be generated, it looks at the CFG:Assignment for - General - Event to assign the Incident to a Support Group, then removes the group with the Custom Template assignment.

    2. Also, when an Incident is generated on Submit and the CFG:Assignment does not have an Incident Owner set up, then the Group that is assigned to the Incident is also assigned as the Incident Owner.

    Jan 04, 2018 01:35
    1. Jyoti Nerkar

      Hello Leonard,


      Sorry for delay in responding to your comment. Can you please elaborate what do you mean by "hard coded assignment" here? Then, I can check with the SME and update, accordingly.


      Thanks,

      Jyoti

      Aug 07, 2018 12:40
      1. Jyoti Nerkar

        Also, please note that the topic is updated with the required information as suggested.


        Regards,

        Jyoti

        Aug 07, 2018 12:43