Incident routing based on Supported By Group or Managed By Group

A Supported By or a Managed By Group represents an individual or group that manages the CI and is responsible for tracking a CI through its lifecycle.

• • To assign incidents based on Supported By or Managed By Group
  • Routing order of precedence
  • Related topics

To assign incidents based on Supported By or Managed By Group

1. Log on to the BMC IT Service Management home page.

1. From the Application list on the left side of the page, click Administrator Console > Application Administration Console > Custom Configuration > Incident Management > Advanced options > Rules.
2. On the Incident Rules form, in the Assignment and Routing options area, select the Enable Supported By Group or  Enable Managed By Group check box for a CI and/or a Service CI.
3. To set your routing preference to Supported By or Managed By, from the Preferred Routing drop-down, select Supported By or Managed By. For more information about how incident routing preference works, see Routing order of precedence.
   
   
4. Click Save.

Routing order of precedence

The following routing order is used based on your selection.

For Causal incidents:

• If you select only the Enable Supported By Group check box, the ticket is routed to the Supported By group.
• If you select only the Enable Managed By Group check box, the ticket is routed to the Managed By group.
• If you select both Enable Supported By Group and Enable Managed By Group check boxes, by default, the ticket is routed to the Supported By group. However, you can also opt to route it to the Managed by group by selecting Managed By from the Preferred Routing drop-down.

For Impact incidents:

• If you select only the Enable Supported By Group check box, the ticket is routed to the Supported By group.
• If you select only the Enable Managed By Group check box, the ticket is routed to the Managed By group.
• If you select both Enable Supported By Group and Enable Managed By Group check boxes, by default, the ticket is routed to the Supported by group. However, you can also opt to route it to the Managed by group by selecting Managed By from the Preferred Routing drop-down.

The following diagram illustrates the precedence of routing incidents.

Related topics

Enabling-CI-based-routing

Incident-routing