How ticket assignment works in Smart IT

As a Smart IT user, you might have to assign tickets to yourself or to other users. When you create or edit tickets and knowledge articles, on the ticket profile or in the article metadata you can click one of the following to assign the ticket:

• The Assign to me link—You can click the Assign to me link to assign tickets and articles to yourself. To access the Assign to me link, you must have the permission to specify ticket assignment. This feature is based on the association between users and their support groups in the CTM:People form in BMC Remedy IT Service Management (BMC Remedy ITSM). For the assignment feature to work in Smart IT, the administrator must configure and enable the auto-assignment functionality in BMC Remedy ITSM.
• The Change assignment button—When you click the Change assignment button, the Update Assignment pane is displayed. It provides you options to assign the ticket to self, to other user, or to a support group best suited to resolve the ticket.

The following table describes how you can assign tickets to yourself or to other users on the Update Assignment pane:

The following scenarios describe how ticket assignment works in different situations:

• If you belong to a single support group, when you click the Assign to me link, the ticket is assigned to you without opening the Update Assignment pane.
• If you belong to multiple support groups, when you click the Assign to me link, the Update Assignment pane is displayed on the ticket profile. On this pane, by default the Assign to me check box is selected, and your name is specified in the Search box. The system searches for the support groups to which you belong to across all support companies, support organizations, and support groups, which you can refine based on those criteria. You can select and save a search result.
• If you and the current assignee of the ticket belong to the same support group, when you click the Assign to me link, even if you belong to multiple support groups, the ticket is directly assigned to you for the same support group without opening the Update Assignment pane.
• Some ticket types such as change requests, release tickets, and problem investigation tickets support multiple functional roles such as Change Coordinator, Change Manager, Work order Assignee, Work order Manager, Release Coordinator, and Problem Coordinator. If you have the functional role specified in these ticket types and belong to the support group to which the ticket is assigned, you can assign the ticket to yourself. For example, if you are a change coordinator for three support groups, on the change request profile, when you click the Assign to me link, the Update Assignment pane is displayed. You must select one out of the three support groups.
• If you are not part of the support group to which the ticket is assigned, the Edit option in the Assignment section of the ticket profile is not available, and you cannot assign tickets to yourself.
• When you create a ticket, even if you are not part of the support group with the specific functional role, the Assign to me link is available. In such cases, you can assign the ticket to an appropriate user.
• On the Update Assignment pane, when you click the Delete option to clear your name from the search box, the Assign to me check box is automatically cleared. You can assign the ticket to an appropriate group or user.

The following table covers additional scenarios of ticket assignment: