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 that suit your business requirements. These owners are shown to the staffs when they are assigning a record to a user by selecting Suggested Owners.

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.
  3. To add conditions to suggest owners, perform the following actions:
    1. In the suggested owners list view, click and in the Suggestion Title field, enter a unique title.
    2. From the Field list, select the field on which you want to set the condition and from the Operator list, select the required operator.
      The options shown in the Operator list depend on the field that you select in the Field list.
    3. In the Value field, enter or select the value of the field.
      For example, if you select Category in the Field list, you can click the lookup button next to the Value field to select a category.
    4. If you want to set up multiple conditions, from the Logical Operator list, select the required logical operator (AND or OR ).
    5. If you have added the last condition, select NONE and click .

      Tip

      To modify a condition, select the condition and click . To delete a condition, select it and click .

  4. To designate specific staff members as the suggested owners for the condition, in the Staff list, select the check boxes for the staff members.
    Only staff members for whom the ServiceDesk Staff check box is selected on the User details page are displayed.
    Alternatively, to select all the staff members, select the check box beside Staff.
  5. To designate specific queues as suggested queues for the condition, from the Queue list, select the check boxes for the queues.
    The queues that are created for the Incident object are displayed.
    Alternatively, to select all queues, select the check box beside Queues.
  6. Click Save.
    If you create suggested owners record without adding a condition, the selected staff members and queues are displayed as suggested owners for all the incidents.

To modify, copy, and delete a suggested owner

You can modify the conditions that you had defined for the suggested owners, copy suggested owner information, and delete a suggested owner.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Application tile, and from the menu select Suggested Owners.
  3. Perform one of the following actions:

Goal

Step

Modify conditions defined for suggested owner

  1. Click the suggested owner that you want to modify and click . The suggested owner opens in a new window.
  2. Make the required changes in the record and click Save.

Copying conditions defined for suggested owners

  1. Click the suggested owner that you want to copy and click . A copy of the suggested owner is opened in a new window and you can make the required changes in the record.
  2. Make the required changes in the record and click Save.

Deleting a configuration for suggested owners

Click the suggested owner that you want to delete and click .

Was this page helpful? Yes No Submitting... Thank you

Comments