This documentation supports the 19.02 version of Service Request Management.

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

Configuring automatic assignment events

You configure automatic assignment events for BMC Service Request Management from the Custom Configuration tab of the Application Administration Console.

Notes

  • You must configure the Work Order Manager event. Depending upon your requirements (for example, if BMC Service Request Management is integrated with BMC Change Management), you might need to configure additional assignment events as explained in the procedure in this topic.
  • For individual assignment for the Work Order Manager event, at least one member within the specified Support Group must have the functional role of Work Order Manager. For more information, see Configuring automatic assignment rules for individuals.
  • For individual assignment for the Work Order Assignee event, at least one member within the specified Support Group must have the functional role of Work Order Assignee or Work Order Manager. For more information, see Configuring automatic assignment rules for individuals.

To configure automatic assignment events

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation > Configure Assignment > Configure Application Assignment, and click Open.
    The Configure Assignment form appears.
  3. To create a new assignment, click New Request on the form.
  4. In the Event field, select the type of assignment entry (for example, Work Order Manager).
    For more information, see Assignment events for BMC Service Request Management.
  5. In the Description field, enter a description for the assignment.
  6. In the Assignment area, select the support company, support organization, and assigned group.
  7. In the Available Systems area, select the applications and modules to apply to the assignment entry.
    For example, you can create an assignment entry that applies only to BMC Incident Management. This enables you to select different Support Groups for assignment, even if the mapping selections are the same.

    Note

    For work orders, ensure that you select Work Order Management.

  8. In the Routing Order area, further specify when this assignment entry should be used for the automated assignment. (This is an advanced feature.)
    The Contact Company and Company fields are required.
    The Assignment entry can be mapped using the following data structures:
    • Organization
    • Location
    • Operational Categorization
    • Product Categorization

      When BMC Service Request Management uses the routing order (a feature of many of the main ticketing forms), it uses information from the form that it is on to find an assignment entry and the Support Group for the assignment. For more information, see Automatic assignment field mappings.
  9. (Optional) In the Sort Order field, enter a number to indicate the order in which the assignment entry should be evaluated against criteria in a work order or service request.
    For example, you might set a higher sort order for an assignment entry with the most restrictive criteria, and a lower sort order for an assignment entry with more general criteria. The assignment entry with the lowest sort order is evaluated first.
  10. In the Status field, choose Enabled.
  11. Click Save.
  12. Repeat the preceding steps to create automatic assignments for other events that are related to BMC Service Request Management:
    • Work Order Manager (required)
    • Work Order Assignee (optional)
    • Service Request Assignee (optional)
    • Task Assignee (optional)
    • Infrastructure Change Manager (required if BMC Service Request Management is integrated with BMC Change Management)
    • Infrastructure Change Assignee (optional if BMC Service Request Management is integrated with BMC Change Management)
    • General (required if BMC Service Request Management is integrated with BMC Incident Management)
    • Incident Owner (optional if BMC Service Request Management is integrated with BMC Incident Management)
  13. If applicable, create automatic assignments for other companies in your organization.

Related topics

Assignment events for BMC Service Request Management
Automatic assignment field mappings
Configuring automatic assignment rules for individuals

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

Comments