Configuring automatic assignment to support groups

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

Assignment events for BMC Service Request Management

The following table describes the assignment events for Service Request Management:

For additional assignment events, see  Configuring assignments  in the BMC Helix ITSM documentation.

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.

To configure automatic assignment events

1. From the Application Administration console, click the Custom Configuration tab.
2. From the Application Settings list, select Foundation > Configure Assignment > ConfigureApplicationAssignment, 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.
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 Incident Management. This enables you to select different Support Groups for assignment, even if the mapping selections are the same.

   Important

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

8. In the Routing Order area, specify when this assignment entry should be used for the automated assignment. 
   The Contact Company and Company fields are required.
   The Assignment entry can be mapped by using the following data structures:
   • Organization
   • Location
   • Operational Categorization
   • Product Categorization
     
     When Service Request Management uses the routing order, it uses information from the work order form that it is on to find an assignment entry and the Support Group for the assignment. 
9. (Optional) In the Sort Order field, enter a number to indicate the order in which the assignment entry should be evaluated against the 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, select Enabled.
11. Click Save.
12. Repeat the above 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.