Configuring automatic assignment events

To configure automatic assignment events

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Foundation > Configure Assignment > Configure Application Assignment, and click Open.
    The Configure Assignment form appears.
3. To create a new assignment, click New Request on the form.
4. In the Event field, select the type of assignment entry (for example, Work Order Manager).
   For more information, see Assignment-events-for-BMC-Service-Request-Management.
5. In the Description field, enter a description for the assignment.
6. In the Assignment area, select the support company, support organization, and assigned group.

7. In the Available Systems area, select the applications and modules to apply to the assignment entry.
    For example, you can create an assignment entry that applies only to BMC Incident Management. This enables you to select different Support Groups for assignment, even if the mapping selections are the same.

   Important

   For work orders, ensure that you select Work Order Management.

8. 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 using the following data structures:
   • Organization
   • Location
   • Operational Categorization
   • Product Categorization
     
     When BMC Service Request Management uses the routing order (a feature of many of the main ticketing forms), it uses information from the form that it is on to find an assignment entry and the Support Group for the assignment. For more information, see Automatic-assignment-field-mappings.
9. (Optional) In the Sort Order field, enter a number to indicate the order in which the assignment entry should be evaluated against criteria in a work order or service request.
   For example, you might set a higher sort order for an assignment entry with the most restrictive criteria, and a lower sort order for an assignment entry with more general criteria. The assignment entry with the lowest sort order is evaluated first.
10. In the Status field, choose Enabled.
11. Click Save.
12. Repeat the preceding steps to create automatic assignments for other events that are related to BMC Service Request Management:
    • Work Order Manager (required)
    • Work Order Assignee (optional)
    • Service Request Assignee (optional)
    • Task Assignee (optional)
    • Infrastructure Change Manager (required if BMC Service Request Management is integrated with BMC Change Management)
    • Infrastructure Change Assignee (optional if BMC Service Request Management is integrated with BMC Change Management)
    • General (required if BMC Service Request Management is integrated with BMC Incident Management)
    • Incident Owner (optional if BMC Service Request Management is integrated with BMC Incident Management)
13. If applicable, create automatic assignments for other companies in your organization.