Configuring Auto Assignment › How to Begin Implementing Auto Assignment › Analyst Groups

Analyst Groups

To configure auto assignment you must, at a minimum, define the relationships between analyst groups and areas or categories. Assignees are chosen from groups that meet all of your specified auto assignment criteria. If no additional constraints are defined, tickets are auto assigned to the group member with the fewest active tickets.

If no groups are associated with an area or category, the default group and assignee are assigned. If these defaults are not defined, the ticket is left for manual assignment.

You can maintain the relationships between groups and areas or categories on the area or category detail page.

Alternatively, you can maintain the same relationships on the Auto Assignment tab of the Group Detail page by using the following controls:

• Update Request Areas
• Update Change Categories
• Update Issue Categories
• Update Locations