Configuring suggested owners

Suggested owners are the experts for certain type of incidents or service requests. You can configure suggested owners based on one or more conditions . These owners are shown to staff members when they assign an incident or service request to a user by selecting Suggested Owners in the Agent Tools menu.

To configure suggested owners

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Application tile, and from the menu select Suggested Owners & Queue Auto Assignment.
3. On the Suggested Owners & Queue Auto Assignment tab, click New .
4. On the Suggested Owner & Queue Assignment Rules form, in the Suggestion Title field, enter a unique title.
5. Define the set of conditions for designating suggested owners.
   

6. In the Suggested Owners section, select the suggested owners for records that meet the defined conditions:

   • In the Staff list, select the appropriate staff members.
     Only staff members for whom the ServiceDesk Staff check box is selected on the User details page are displayed. For more information, see Adding-or-editing-users.
   • In the Queue list, select the appropriate queues.
      Only the queues that are created and available for the Incident object are displayed. For more information, see Managing-queues-availability-and-assignment.

   You can select only staff members, only queues, or both as suggested owners for the defined conditions.

7. (Optional) In the Queue Auto Assignment section, in the Queue field, select the queue to which you want to automatically assign records that meet the defined conditions.
   Based on your requirements, you can select a queue that is either the same as or different from the queues that are selected as suggested owners. Incidents and service requests are automatically assigned to queues only after you start the Assignment Automation process. For more information about the end-to-end steps, see Configuring-automated-assignment-of-records-to-queues.
8. Click Save .

To manage suggested owners

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Application tile, and from the menu select Suggested Owners & Queue Auto Assignment.
   The Suggested Owners & Queue Auto Assignment list view displays both the suggested owners and the queue auto assignment records. For the queue auto assignment records, the Assigned Queue column displays the queue to which records that meet the defined criteria are automatically assigned. In case of the suggested owners records, this column does not display any value.
3. Perform one of the following actions:The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.
   

Related topics

Configuring-queues

Managing-clients-and-staff-members

Configuring-record-assignment