Enabling CI-based routing

Before incidents are routed to the correct group, you must first enable CI-based routing. Routing incidents based on certain rules ensures that the incidents are resolved faster. For more information, see Incident-routing.

To enable CI-based routing

1. Log on to BMC IT Service Management home page.

1. From the Application list on the left side of the BMC Remedy IT Service Management Home page, click Administrator Console > Application Administration Console > Custom Configuration > Incident Management > Advanced options > Rules.
2. On the Incident Rules form, in the CI Based Routing and Assignment options area, select the check boxes to enable routing for Causal and Service CIs.

• If you want to enable incident assignment based on the Supported By group associated with the CI, select the Enable Supported By Group check box for Causal and/or Service CI. 
• If you want to enable incident assignment based on the CI location, select the Enable CI Based Location Assignment check box for Causal and/or Service CI.
  
• CI Location is considered for routing incident instead of Customer Location only if Infrastructure Event is set to Yes in the Systems Supported area of the Configure Assignment Administrative form.

• If you want to enable incident assignment based on the resolution product category, select the Enable Resolution Product Categories check box for the Causal CI.

  For a Service CI, a ticket is assigned based on the product categories. For more information, see Incident-routing.