Setting up assignment routing to support groups

These procedures are for standard assignment processing and do not include instructions for configuring application-specific assignment.

Configure BMC Helix ITSM assignments solely from the Application Administration Console. Do not configure BMC Helix ITSM assignments from either the Remedy Assignment Engine Console or from "back-end" forms, because this causes issues.

Before you begin

Ensure that you have created the support group for assignment routing. For more information on how to create a support group, see Creating-support-groups.

To create assignment routing

1. On the Standard Configuration tab of the Application Administration Console, select the correct company.
2. Click the Create link next to Assignment.
   The Assignment dialog box appears.
3. In the Event field, select the type of assignment entry.
   For example, Incident Owner is used by the Incident Management feature of Remedy Service Desk to assign an Owner Group to the incident. The Owner Group is responsible for ensuring that the customer is satisfied with the incident resolution and for closing the Incident.
4. (Optional) Enter a description.
5. In the Assigned Group field, 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 incident or request. 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.

   Operational Categorization is not used in Asset Management.

7. Click Add.

   Best practice
   Create all event assignments for your company and groups to avoid encountering issues when creating tickets.

8. When you are finished adding assignment routings, click Close.