Configuring record assignment

Assigning records to appropriate queues or staff members ensures that issues are resolved quickly and effectively. This topic describes how default record assignment works and how you, as a system administrator, can customize the assignment of records in your organization.

• • How default record assignment works
  • To configure record assignment
  • Additional settings for record assignment

How default record assignment works

The following table describes how default record assignment works for records that are created by staff members and Self Service clients:

To configure record assignment

1. Create staff members.
   For more information, see Managing-clients-and-staff-members.
2. Create queues and assign staff members to these queues.
   For more information, see Configuring-queues and Managing-queues-availability-and-assignment.
3. Configure the default Incident queue for Self Service.
   For more information, see Settings-for-incidents-submitted-by-clients.
4. If you have configured email conversation, ensure that the default queue or staff member is configured for assignment of records created by sending an email.
   For more information, see Settings-for-email-conversation.
5. If you have configured Self Service ticket layouts, ensure that the default queue is configured for each assigned ticket layout.
   For more information, see Managing-custom-layouts-for-the-Ticket-form.  
6. (Optional) Configure additional settings for record assignment. 

Additional settings for record assignment

Based on your business requirements, you can configure additional settings for the assignment of records to queues and staff members. The following table outlines the additional settings for record assignment and the recommended order in which you must consider them.