Auto Assignment Enablement

Configuring Auto Assignment › Auto Assignment Enablement

Options and controls let you configure auto assignment. You can control whether auto assignment processing occurs as follows:

For requests, incidents, and problems assigned to that area, use the Auto Assignment Enabled tab on the Request/Incident/Problem Area Detail page.
For change orders, issues, and workflow tasks, select the Auto Assignment tab and Auto Assignment Enabled check box on the Change Category Detail page, Issue Category Detail page, and CA Workflow Template Detail pages.

Note: Click Edit to make the Auto Assignment Enabled check box visible.

Example: Enable Auto Assignment for a Request/Incident/Problem Area

This example demonstrates how to enable auto assignment for a Request/Incident/Problem area.

On the Administration tab, browse to Service Desk, Requests/Incidents/Problems, Areas.
The Requests/Incidents/Problems Area List page appears.
Click the area for which you want to configure auto assignment.
The Requests/Incidents/Problems Area Detail page appears.
Click Edit.
The Update Requests/Incidents/Problems Area page appears.
Select the Auto Assignment tab, and complete the following fields as follows:
Auto Assignment Mode
Specifies how auto-assignment occurs. You use the Configuration Item Based option to base the auto assignment on the CI Assignable Attribute value.
- Disabled—Bases the auto-assignment on the Area Defaults option when it is installed.
- Configuration Item Based—Bases the auto-assignment on the CI Assignable Attribute value.
- Location Based—Bases the auto-assignment on the location value.
Assignable CI Attribute

Specifies the configuration item attribute to use for the group assignment. You can enter a value directly or click the magnifier to search for an attribute.
Click Save.
The Request/Incident/Problem area is enabled to use default values that are entered automatically on request, incident, or problem tickets assigned to the area.