This documentation supports the 20.02 version of Remedy Change Management.To view an earlier version, select the version from the Product version menu.

Configuring task assignments

You can configure task assignments based on company information, and product and operational categorization. You can also define assignments by task templates.

Using task assignment configuration processes

Using Remedy Assignment Engine, you can define which assignment engine process to use. The shipping application includes one preconfigured task assignment configuration process that administers and controls individual assignment on a Global basis-Task Assignment Round Robin. You could modify the preconfigured data or add new processes for companies, as needed.

Important

To perform procedures in this section, you must have Task Administrator or Task Application Config permissions. ASE-Administrator permission is also required to configure assignments. For information, see Task-Management-System-permissions.

To use assignment configuration processes

  1. On the IT Home page, click the Application Administration Console link.
  2. On the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, choose Task Management System > Assignment > Assignment Configuration, and then click Open.
  4. On the Assignment Configuration form, search for an assignment configuration record to which to add assignment information, or add assignment configuration information to a new entry.
  5. To view the process preconfigured round-robin task assignment process, select an entry, and then click View.
  6. To create new processes, see Adding and executing assignment processes in the Remedy AR System online documentation.

Setting up individual assignments for task templates

When you create task templates, you can define individual assignment information in the Assignment tab of the Task Template form. You can use auto-assignment for assigning tasks to individuals if you select a process name as an Assignment Type.

If you do not choose to specify assignment information, the settings defined in the Assignment Configuration form are used.

To set up individual assignments for a task template

  1. On the IT Home page, click the Application Administration Console link.
  2. On the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, choose Task Management System > Task Configuration > Task Template, and then click Open.
  4. On the The Task Template form, search for an existing task template to which to add assignment information, or add assignment information to a new entry.
  5. Click the Assignment tab.

  6. On the Assignment tab, modify or enter information in these fields:

    Field Name

    Description

    Assignee Company

    Select the assignment company to which this template applies.

    Process Name

    Select the process that is used for individual auto-assignment.

    Assignee Organization

    Select the organization that handles the assignment for this task template.

    Assignee Group

    Select an assignee group for this task template.

    Assignee

    Select an individual from the assignee group.

    Notify Assignee

    Select whether the individual should be notified of the task assignment. Notification is based on the notification method specified in the individual's People record.

  7. Click Save.