Error: Invalid spaceKey on retrieving a related space config.

Configuring suggested owners

On the Remedyforce Administration > Configure Application > Suggested Owners & Queue Auto Assignment page, you can configure suggested owners and automated assignment of records to queues.

For the same set of conditions, you can configure suggested owners, automated assignment of records to queues, or both. Consider the following scenarios for determining when to configure either suggested owners or automated assignment of records to queues:

  • If you have a dedicated queue for resolving issues that meet the defined conditions, configure the automated assignment of records to queues.
  • If you have multiple queues or multiple staff members across queues who are experts in a specific area, configure them as suggested owners.

This topic provides information about configuring suggested owners. For information about the end-to-end steps for configuring automated assignment of records to queues, Configuring automated assignment of records to queues.

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 .

Note

If you create a suggested owners record without adding any condition, the selected staff members and queues are displayed as suggested owners for all incidents and service requests.

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:

    Goal

    Step

    Modify conditions defined for an existing suggested owners record.

    1. Click the suggested owners record that you want to modify, and click Edit .
    2. Click the condition that you want to modify.
    3. Make the required changes in the condition and click Update .
    4. Click Save.

    Copy conditions defined for an existing suggested owners record.

    1. Click the suggested owners record whose conditions you want to copy and click Copy .
    2. In the Suggestion Title box, enter a unique name.
    3. Update the required condition and click Update.
      Perform this step for each condition that you want to update.
    4. Click Save.

    Delete a suggested owners record.

    Click the suggested owners record that you want to delete and click Delete .

    Temporarily inactivate a suggested owners record.

    1. Click the suggested owners record that you want to inactivate, and click Edit.
    1. Click the Inactive check box.
    2. Click Save.

Related topics

Configuring queues

Managing clients and staff members

Configuring record assignment

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

Comments