This documentation supports the 19.02 version of Service Request Management.

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

Automatic assignment field mappings

The following table lists the fields and mappings between the Configure Assignment form (CFG:Assignment) and the Service Request and Work Order forms. Assignment routing filters on a service request or work order use a combination of these fields to assign the corresponding group.

From:

To:

To:

Field on the Assignment Configuration form

Field on Service Request form

Field on Work Order form

Contact Company (under Organization)

Company (under Requested For)

Company (under Requested For)

Organization (under Organization)

Organization (under Requested For)

Organization (under Requested For)

Department (under Organization)

Department (under Requested For)

Department (under Requested For)

Company (under Location)

Location Company (under Location Information)

Company (under Location Information)

Region (under Location)

Region (under Location Information)

Region (under Location Information)

Site Group (under Location)

Site Group (under Location Information)

Site Group (under Location Information)

Site (under Location)

Site (under Location Information)

Site (under Location Information)

Tier 1, Tier 2, Tier 3 (under Operational Categorization)

No field is mapped.

Tier 1, Tier 2, Tier 3 (under Operational Categorization)

Tier 1, Tier 2, Tier 3 (under Product Categorization)

No field is mapped.

Tier 1, Tier 2, Tier 3 (under Product Categorization)

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