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Configuration item-based auto assignment lets you create group-specific assignments that apply to specific scenarios. You can specify that for Request/Incident/Problem tickets opened for a particular Area, the value of an attribute of the configuration item associated with the ticket controls its assignment.
Configuration item-based and location-based auto assignments are exclusive options because you can select only one algorithm for use on a Request/Incident/Problem Area. Configuration item-based and location-based auto assignment modes both serve to assign tickets when they are created; however, configuration item-based auto assignment is distinct because it also reassigns tickets whenever the Request/Incident/Problem Area of a ticket or configuration item is changed.
Example: Request/Incident/Problem Area Assigns Tickets to a Group
When you configure the Network Area (for Requests/Incidents/Problems) to perform configuration item-based auto assignments using the network_contact_uuid (Network Operations) attribute as the Assignable CI Attribute value, any tickets that are opened for the Network Area are assigned automatically to the group specified in the Network Operations field of the CI associated with the ticket. If no CI is associated with the ticket, or if the Network Operations field value of the CI is blank or does not specify a group, the assignment does not occur. In such cases, the system acts in accordance with the Option Manager option, Area Defaults, and assigns the ticket using the Group and Assignee fields of the Category.
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