Configuring Auto Assignment › Auto Assignment Methods

Auto Assignment Methods

The following basic methods let you auto assign tickets:

Location-based auto assignment

Creates assignments for all ticket types based on the following:

• Areas and categories related to groups, locations, and workshifts
• Groups related to locations and workshifts
• CA Workflow templates related to contacts

Note: Location-based auto assignment is referred to simply as auto assignment.

Configuration item-based auto assignment

Creates group assignments for request, problem, and incident ticket types based on the following:

• Areas related to tickets associated with configuration items
• Configuration item attributes used to record contact/group information

Location-based auto assignment and configuration item-based auto assignment are exclusive options because you can select only one algorithm for use on a given Request/Incident/Problem Area. Location-based auto assignment and configuration item-based methods both serve to assign tickets when they are created; however, Configuration item-based auto assignment is distinct because it also reevaluates the assignments for a ticket whenever the Area or configuration item of a Request/Incident/Problem ticket is changed. If configuration item-based auto assignment is specified but does not successfully generate a group assignment for a ticket, the Area_Defaults option is consulted to determine if the default Group and Assignee values on the Area should be used to assign the ticket.