This documentation supports the 18.08 version of Remedy with Smart IT.

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

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 buttonWhen 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:

Available assigneesSteps to assign tickets
The best fit group

Select the Auto-assign to the best fit group check box.

The ticket is automatically assigned to a support group that is best suited to resolve the ticket. The group is selected based on the auto-assignment feature configured in BMC Remedy ITSM.

Self

Select the Assign to me check box.

The name of the logged in user (your name) is displayed in the search box. The system displays name of the support groups to which you belong. You must select an appropriate group to assign the ticket to yourself.

Another user

Search for and assign the ticket to another user. Clear the Auto-assign to the best fit group and Assign to me check boxes, and specify the user name in the search box. To search for a specific support group, select an appropriate company, organization, and support group from the Support Company, Support Organization, and the Support Group list. The company, organization, and the support group to which you have access are displayed in the list.

If you do not specify the user name but specify only the company, organization, and support group, the system displays all the users who belong to that support group. Users who belong to multiple support groups are grouped together in a list. You must expand the list to select an appropriate group.

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:

Support groups of the logged in user Support group assigned to the ticketProfile status of the logged in userAssignment availability of the logged in userResult
Support Group 1Support Group 3EnabledAvailableThe ticket is directly assigned to the logged in user.

Support Group 1

Support Group 2

Support Group 3EnabledAvailableThe Update Assignment pane displays a list of support groups to which the logged in user belongs—Support Group 1 and Support Group 2. You can select one of the support group.

Support Group 1

Support Group 2

Support Group 3EnabledNot availableThe Update Assignment pane displays the message "Support person not found." You must select another user.

Support Group 1

Support Group 2

Support Group 3Offline / Archive / ObsoluteAvailableThe Update Assignment pane displays the message "Support person not found." You must select another user.

Support Group 1

Support Group 2

Support Group 3

Support Group 3EnabledAvailableThe ticket is directly assigned to the logged in user.

Related topics

Smart IT permissions

Scenario for creating tickets using Smart IT

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

Comments