This documentation supports the 25.1 version of BMC Helix ITSM: Knowledge Management.To view an earlier version, select the version from the Product version menu.

Configuring assignments

You can optionally set up assignments to select a default support group for one of the review statuses, for assigning a knowledge article to an article reviewer. Creating assignment routing enables you to automatically assign articles to support groups and roles by using fields as search criteria against the Assignment Configuration form.

The first step in creating assignment information is configuring a group assignment. You can then use predefined assignment information for automatic assignment to an individual in the assigned group using the Assignment Engine, if needed. Advanced administrators can also define custom individual assignment information for the Assignment Engine. 

Related topics

Setting-up-and-going-live

To create assignment routing

Perform the following steps:

  1. On the Standard Configuration tab of the Application Administration Console, select the company.
    For more information, see Managing your work in BMC Helix ITSM console.
  2. Click the Create link next to Assignment.

  3. In the Event field of the Assignment form, select the type of assignment entry.
    For BMC Helix ITSM: Knowledge Management, the following assignment entries are applicable:

    • Knowledge Optional Review 1
    • Knowledge Optional Review 2
    • Knowledge SME Review

    For more information, see Configuring assignments.

  4. In the Description field, enter a description for the assignment.
  5. From the Assigned Group list, select the support group to assign.
  6. In the Routing Order area, specify when this assignment entry should be used for the automated assignment.
    • Company — Select the location of the article. If this routing applies to all companies, select Global.
    • Operational Categorization — You can route assignments by operational services.
    • Product Categorization — You can route assignments by product categorization.
  7. Click Add .

 To create group assignments for your company

From the Configure Assignment form, you can also modify or delete assignment information.

  1. From the Application Administration Console, click the Custom Configuration tab.
    For more information, see Managing your work in BMC Helix ITSM console.
  2. From the Application Settings list, select Foundation > Configure Assignment > Configure Assignment, and click Open .
  3. To change the Configure Assignment form to New mode, click the New Request button on the form in a browser.
  4. In the Event field, select the type of assignment entry (for example, Knowledge SME Review).
    For more information, see Configuring assignments. 
  5. In the Assignment area, select the support company, support organization, and assigned group to use for assignment.
  6. In the Available Systems area, select Knowledge Management.
    You can select different support groups for assignment, even if the mapping selections are the same.

  7. 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 by using the following data structures:

    • Organization
    • Location
    • Operational Categorization
    • Product Categorization
  8. Click Save.
  9. Create the group assignment for Knowledge SME Review.
  10. Create the group assignments for your company.
    By default, assignment configuration records were installed out-of-the-box for your use as templates. You can copy these records for your own company.

Automatic assignment to individuals

After you have configured BMC Helix ITSM: Knowledge Managementgroup assignments, the round robin method of assigning articles to individuals is activated. By default, BMC Helix ITSM: Knowledge Managementuses the round robin method in the Assignment Engineto assign service requests and work orders to the person who has gone the longest since receiving an assignment.

To remove a person from individual auto-assignment, set the Assignment Availability field on the People record to No. For more information, see Configuring assignments. 

Advanced administrators can also define custom individual assignment information for articles with the Assignment Engine.


 

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