This documentation supports the 23.3 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.
Mapping assignments
To ensure that the Submit operations are completed successfully, you must define the assignment mappings for each module. These mappings are defined in the CFG:Assignment form. You need administrator permission to modify this form.
The following scenarios explain how the assignments are mapped when a custom template is used:
When a service request is submitted, the CFG:Assignment form is reviewed before a custom template is used to create an incident. The CFG:Assignment form is considered for - General - Event to assign the incident to a Support Group, and then removes the group with the custom template assignment.
When an incident is created on Submit and the CFG:Assignment does not have an Incident Owner set up, the Group that is assigned to the incident is also assigned as the Incident Owner.