Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

Record assignment settings

This topic describes the settings for enabling shared ownership of records (by both queues and staff members) and configuring automated record assignment.

The following table describes the configuration settings for record assignment that are provided on the Remedyforce Administration > Application Settings > Record Assignment page.

Configuration settingDescription
Enable Queue and User Assignment

By default, each record can be assigned to either a queue or a staff member. The queue and user assignment feature enables shared ownership (Queue field) as well as individual assignment (Staff field) for a record simultaneously.

Select this check box to enable the following actions:

  • Enable staff members to assign a record to a queue and staff member simultaneously.
    The staff member must belong to the selected queue.
  • Enable staff members to view and work on records that are assigned to their queue, even though the records are not assigned to them.
    By default, staff members can view only the records that are assigned to them and not to their queue.

When you select this check box, the Queue and Staff fields automatically replace the Owner field in the Assignment Details section of the forms in the Remedyforce Console.

You must update existing QuickViews, email alerts, reports, and other settings to use the Queue and Staff fields instead of the Owner field. For more information, see Enabling assignment of records to both queues and staff members.

Configure Staff Auto Assignment

Click this button to configure the automated assignment of records to staff members when the records are assigned to specific queues. For more information, see Configuring automated assignment of records to staff members.

The Configure Staff Auto Assignment button is displayed only if you select the Enable Queue and User Assignment check box.

Note: The automated assignment of records to staff members is supported for the Incidents and Service Requests modules only.

Assignment Automation

Assignment automation ensures that records are quickly routed to the appropriate group and can be resolved quickly.

Click Start to initiate the automated assignment of records to queues and staff members based on the rules that you have configured. The Automation Assignment process runs every few minutes and applies all assignment rules to new records.

For information about how the automated assignment of staff members and queues works, see Configuring automated assignment of records to queues and Configuring automated assignment of records to staff members.

Notes:

  • Automated assignment of records to both, queues and staff members, is supported for the Incidents and Service Requests modules only.
  • Automated assignment of records to queues and staff members is supported only if you select the Enable Queue and User Assignment check box.
Auto Assignment

In this section, perform the following steps to configure the automated assignment of records to the logged-on user when the record status changes to one of the selected status values:

  1. In the Auto Assignment section, from the For list, select one of the following objects:
    • Change Request
    • Incident
    • Problem
    • Task
    All the status values of the Acknowledged stage defined for the selected object are displayed in the Available Status Values list.
  2. From the Available Status Values list, select the required status values and to move the selected status values to the Selected Status Values list, click the right arrow.
  3. (Optional) To remove status values from the Selected Status Values list, select the status values and click the left arrow.
  4. Click Save.
  5. Repeat step 1 to step 4 for the required objects.

Example: Consider that you have selected the Accepted status for incidents. Whenever the status of an incident changes to Accepted, the incident is automatically assigned to the logged-on user.

Related topic

Configuring record assignment

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