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Configuring record assignment

Assigning records to appropriate queues or staff members ensures that issues are resolved quickly and effectively. This topic describes how default record assignment works and how you, as a system administrator, can customize the assignment of records in your organization.

How default record assignment works

The following table describes how default record assignment works for records that are created by staff members and Self Service clients:

UsersDefault record assignment behavior
Self Service clients

Clients can submit incidents or service requests either from the Self Service site or mobile application or by sending an email. Records are automatically assigned to the default queues that are configured for the Self Service site, Self Service ticket layouts, or email conversation.

Managers or staff members who monitor these default queues can then reassign records to the appropriate queue or staff member.

If default queues are not configured, the client is assigned as the record owner.

Staff members

The Owner field is displayed, by default, on the Remedyforce Console forms. Staff members can assign records that they create to either a queue or a staff member.

If staff members do not select an owner, the record is automatically assigned to them.

To configure record assignment

  1. Create staff members.
    For more information, see Managing clients and staff members.
  2. Create queues and assign staff members to these queues.
    For more information, see Configuring queues and Managing queues availability and assignment.
  3. Configure the default Incident queue for Self Service.
    For more information, see Configuring settings for incidents raised by clients.
  4. If you have configured email conversation, ensure that the default queue or staff member is configured for assignment of records created by sending an email.
    For more information, see Settings for email conversation.
  5. If you have configured Self Service ticket layouts, ensure that the default queue is configured for each assigned ticket layout.
    For more information, see Managing custom layouts for the Ticket form.
  6. (Optional) Configure additional settings for record assignment.

Additional settings for record assignment

Based on your business requirements, you can configure additional settings for the assignment of records to queues and staff members. The following table outlines the additional settings for record assignment and the recommended order in which you must consider them.

StepOptionSupported modulesReference topic
1.

Shared ownership of records

Determine if you want to enable staff members to simultaneously assign records to queues (shared ownership) and staff members (individual assignment).

By default, the Owner field is displayed on the Remedyforce Console forms. Staff members can assign records to either queues or staff members.

Note: Automated assignment of records to queues and staff members is supported only if you enable shared ownership of records (queue and user assignment feature).

  • Incidents
  • Service requests
  • Tasks
  • Problems
  • Change requests
  • Releases
  • Broadcasts
Enabling assignment of records to both queues and staff members
2.

Assignment of records to suggested owners

Determine if you have a group of experts in specific areas and you want staff members to assign incidents or service requests that are related to these areas to the experts.

Suggested owners works in the following way:

  • System administrators define the conditions based on which experts (or suggested owners) are displayed.
  • While creating a record, staff members can use the Suggested Owners option from the Agent Tools menu to view and manually assign an appropriate queue or staff member.
    When a record meets the defined conditions, the corresponding suggested owners are displayed for that record

Note: You do not have to enable shared ownership (queue and user assignment feature) to display suggested owners. Suggested owners are also displayed for the Owner field.

  • Incidents
  • Service requests
Configuring suggested owners
3.

Automated assignment of records

Consider if you want to automate the assignment of records. Automated assignment ensures that records are immediately routed to the appropriate group and can be resolved quickly.

BMC Remedyforce provides the following options for automated record assignment. All the options for automated assignment of records work independently. For example, you can configure staff auto assignment without enabling queue auto assignment.

Automated assignment of records to queues

Determine if you want to automate assignment of records to queues based on specific conditions.

If you have a dedicated queue for resolving issues that meet the defined conditions, you can configure the automated assignment of records to queues.

Note: Automated assignment of records to queues is supported only if you enable shared ownership of records (queue and user assignment feature).

  • Incidents
  • Service requests
Configuring automated assignment of records to queues

Automated assignment of records to staff members

Determine if you want to automate assignment of records to staff members who belong to the assigned queue.

Records can be automatically assigned in a round robin method to staff members who are part of the assigned queue.

If your staff members work in multiple shifts to resolve incidents and service requests, you can also configure the automated assignment of records based on business hours.

Note: Automated assignment of records to staff members is supported only if you enable shared ownership of records (queue and user assignment feature).

  • Incidents
  • Service requests
Configuring automated assignment of records to staff members

Automated assignment of records based on status values

Determine if you want to automate assignment of records to the logged-on user when the record status changes to specific status values of the Acknowledged stage.

  • Incidents
  • Service requests
  • Problems
  • Tasks
  • Change requests
Record assignment settings

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