Configuring Auto Assignment › Auto Assignment

Auto Assignment

CA SDM Auto Assignment can greatly reduce the time required to manage tickets by automating the process of assigning them to analysts. This automation can make the tasks associated with balancing workloads and coordinating work schedules much more efficient.

You can configure auto assignment to assign tickets based on the following factors:

• Which analyst groups work on which tickets or tasks
• When the work must be done
• Which locations service the affected customers
• The workload and availability of each analyst
• The value of an attribute of a configuration item associated with the ticket

  Note: Configuration item-based auto assignment lets you create group-specific assignments for Request/Incident/Problem tickets only.

You do not have to implement auto assignment all at once. You can develop a strategy for phasing it in gradually. For example, you can begin by enabling it only for selected ticket types, analyst groups, or locations.