Assigning work orders

To change work order assignment

1. From work order details, open the assignee information for editing:
   • (Android devices) Tap the menu (three dots symbol), and then tap Edit.
   • (iOS devices) Tap Actions, and then tap Edit.
2. (Optional) Search for an assignee by name or select a different support group. 
   You can also select a support organization to narrow the list of support groups.
3. Select a new assignee from the list by clicking or tapping the circle to the right of the name.
4. Click Save or tap Assign.

To assign work orders to yourself

To assign work orders to yourself, use one of the following methods:

To change assignment for a work order

When you click the pencil icon in the assignment section of a work order in Smart IT, the Update Assignment pane is displayed. It provides you options to assign the work order to self, to other user, or to a support group best suited to resolve the work order. 

The following table describes how you can assign work order to yourself or to other users on the Update Assignment pane:

Additional work order assignment scenarios

The following scenarios describe how work order assignment works in different situations:

• If you belong to a single support group, when you click the Assign to me link, the work order is assigned to you without opening the Update Assignment pane. 
• If you belong to multiple support groups, when you click the Assign to me link, the Update Assignment pane is displayed in the work order profile. In this pane, by default the Assign to me check box is selected, and your name is specified in the Search box. The system searches for the support groups to which you belong to across all support companies, support organizations, and support groups, which you can refine. You can then select and save a search result.
• If you and the current assignee of the work order belong to the same support group, when you click the Assign to me link, even if you belong to multiple support groups, the work order is directly assigned to you for the same support group without opening the Update Assignment pane.
• Some work orders support multiple functional roles such as Work order Assignee and Work order Manager. If you have the functional role specified in these work order types and belong to the support group to which the work order is assigned, you can assign the work order to yourself. For example, if you are a Work order Manager for three support groups, on the work order profile, when you click the Assign to me link, the Update Assignment pane is displayed. You must select one out of the three support groups.
• If you are not part of the support group to which the work order is assigned, the Edit option in the Assignment section of the work order profile is not available, and you cannot assign the work order to yourself.
• When you create a work order, even if you are not part of the support group with the specific functional role, the Assign to me link is available. In such cases, you can assign the work order to an appropriate user.
• In the Update Assignment pane, when you click the Delete option to clear your name from the search box, the Assign to me check box is automatically cleared. You can assign the work order to an appropriate group or user.

The following table contains additional scenarios of work order assignment:

If an automatic assignment definition was not created for a work order, you must assign and reassign the work order manually. You must have the functional role of Work Order Assignee or Work Order Manager to assign work orders. The assignee is notified of work order assignments by email. By default, all open work orders assigned to you are listed in the Work Orders table in the Work Order Console.

The work order assignee must ensure that the assignment is correct. If the assignment is not correct, the work order manager can reassign the request.

To assign work orders manually

1. On the IT Home Page, select Service Request Management > Search Work Order, and click Search.
2. Select the work order.
   Based on the default configuration and requester information in the work order, certain fields might already be filled.
3. To assign a Work Order Assignee, do one of the following: 
   
   • Select the appropriate options from the Support Group Name and Request Assignee fields in the Request Assignee section.
   • Click one of the following links in the Quick Action section of the navigation bar at the left: 
     
     • Assign to Me — Assigns the work order to the user who is logged in, if the person has Work Order Manager or Work Order Assignee functional role.
     • Auto Assign — Assigns the work order according to the rules in the Assignment Configuration form.
4. Click Save.

To reassign a work order

1. On the IT Home Page, select Service Request Management > Search Work Order, and click Search.
2. Select the work order from the search results.
3. On the work order form, select the assignee to whom to assign the work order.
4. Click Save.

Notifications of work order assignments

Work Order assignees are notified of new work orders based on the notification method preferences defined in their personal record. Additionally, when a work order moves into a new status, such as Completed, the work order triggers notifications. Based on your group or role, you might receive notifications during various work order statuses. For more information about notification preferences, see Configuring notifications in BMC Helix ITSM documentation.

The following notifications are available :

• Individual notification — The Work Order Assignee is notified according to the notification method specified in their personal record. For example, if Bob Backline has a notification method of Alert, he receives a notification from Action Request System for each work order that is assigned to him.
• Group notification — A Support Group is notified according to the notification method specified by each group member's entry in their personal record. For example, if a work order is assigned to the Support-Software group, group members are notified through the notification method specified in their personal records. For example, if Sarah Software has email specified as the notification method in her personal record, the notification is sent to her by email.