Assignment architecture

The assignment architecture for BMC Helix ITSM is based on a two-phase concept.

  • The first phase is assigning the support group.
  • The second phase is assigning a support technician by using the load balancing technology that is built into the Assignment Engine.

Related topics

Automatic request assignment

Phase 1: Support groups

The support group assignment is done by using the Action Request System workflow on back-end forms by using the following inputs:

  • Organization
  • Location
  • Operational categorization
  • Product categorization

The Assignment form defines the events in which the assignment needs to occur. These events are based on the calling application's assignment needs. For example, the BMC Helix ITSM: Change Management application requires assignment for the change coordinator and the change manager. Assignment rules are partitioned based on tenancy that has been defined. Each operating company can have its own set of assignment rules.

Phase 2: Individual assignment

Individual assignment is done by using the Assignment Engine. Assignment rules are provided to support the following process rules:

  • Number of Tickets Assigned—Assigns the request based on the person who has the lowest number of requests assigned.
  • Round Robin—Assigns the request to the next person in line.
  • Capacity—Uses a formula of the number of requests assigned and a factor to determine the total capacity and assigns the request to the user with the lowest capacity rating.


 

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