Configuring service request settings

Default Queue Assignment

• Task Templates
• Change Request Templates

On the Fulfillment tab of a service request definition, if you add Change Request and Task templates that are used to fulfill the service request, BMC Remedyforce creates the change request and task records of the templates that you have added. You can configure BMC Remedyforce to assign these change requests and tasks to a default queue. When you view these change requests and tasks, the Staff Assignment Details section displays the queue to which you have assigned the change requests and tasks.

If the Enable Queue and User Assignment check box on the Remedyforce Administration > Application Settings > Record Assignment page is selected, the Queue and Staff fields are displayed in the Staff Assignment Details section. While creating a template, when you select the Owner ID field in a template, the Select from Queue window is displayed and you can select a queue first and then select a staff member of the queue.

• To assign a default queue for all new tasks that are created to fulfill a service request, select the required queue in the Task Templates list.
• To assign a default queue for all new change requests that are created to fulfill a service request, select the required queue from the Change Request Templates list.

Note: If the Owner ID field is populated in the Change Request or Task templates, the change request and task records of the templates are assigned to the owner specified in the Owner ID field. The Owner ID field in the template takes precedence over the default queue assignment. If the Owner ID field is not populated, a queue is not configured for the Change Request and Task templates, and the service request is submitted by a client in Self Service, then the change request and task records of the templates are assigned to the client. If the Owner ID field is not populated, a queue is not configured for the Change Request and Task templates, and the service request is submitted by a staff member or system administrator in BMC Remedyforce, then the change request and task records of the templates are assigned to the staff member or system administrator.