Configuring Auto Assignment › How to Begin Implementing Auto Assignment

How to Begin Implementing Auto Assignment

Follow these guidelines to begin implementing auto assignment for selected analyst groups and analysts:

1. Identify one or more areas or categories for which you want to enable auto assignment.

   Note: To review your site's area and category configurations, examine their settings in the CA SDM web interface. For instructions, see the Online Help.

2. By default, auto assignment is disabled. Enable it only for the areas and categories where you want to use it.
3. Build relationships between an identified area or category and the analyst groups that are eligible to be assigned tickets through that area or category.
4. Mark individual members of the analyst groups as available.

More information:

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