Configuring Auto Assignment › How to Begin Implementing Auto Assignment › Auto Assignment by Location
Auto Assignment by Location
If your service area is large and consists of many locations that service different customer communities, you can use location as a factor in your auto assignment configuration as follows:
- Location Assigned to an Area or Category—If you assign a location to an area or category, tickets in that area or category are auto assigned only if a matching location is found. For example, a request ticket is auto assigned if there is an eligible analyst at the following locations:
- The affected asset’s location
- The affected customer’s location
If the affected asset or customer has no specified location, the request is assigned to the default group and assignee. If these defaults are not defined, the request is left for manual assignment. You can use the area or category detail pages to maintain relationships between locations and areas or categories.
- Location Assigned to a Group—If you associate a location with a group, only members of that group are eligible for auto assignment of tickets that pertain to their location. You can use group detail pages to maintain relationships between groups and locations.
To maintain location relationships with areas, categories, or groups, use the following controls on the Auto Assignment tab of Location Detail page:
- Update Request Areas
- Update Change Categories
- Update Issue Categories
- Update Groups
Examples: Use Location in Auto Assignment Configuration
The following are examples of how you can use location in your auto assignment configuration:
- Auto assign tickets only at a specified location—Tickets from other locations receive the default group and assignee, or are left for manual assignment. For example, you can have many users at your company headquarters, and smaller groups of users at regional offices. An analyst group stationed at headquarters services their local users, while mobile analyst groups visit the regional offices. You can configure auto assignment of tickets to the headquarters analysts only, and manually assign tickets to the mobile analysts.
- Auto assign tickets by user or asset location—You can restrict auto assignment eligibility to analyst groups at locations that match the affected user's location, or the affected asset's location. For example, your organization can have many offices, and tickets from each office are handled only by groups located in that office. You can relate each group to appropriate areas or categories and to the appropriate location. The auto assignment logic selects eligible analysts only from groups at the correct location.
