Configuring Auto Assignment › Configuration Item-Based Auto Assignments › Enable Configuration Item-Based Auto Assignments

Enable Configuration Item-Based Auto Assignments

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 auto assignment reassigns tickets whenever the Request/Incident/Problem Area of a ticket or configuration item changes.

Note: The Options Manager autoasg_override option controls the circumstances under which auto assignment takes place. When you set this option to 1, CA SDM ignores any existing assignee and group settings and auto assigns tickets in all cases. If you want CA SDM to auto assign tickets only if they are not already assigned, set the option value to 0.

To enable configuration item-based auto assignment

1. On the Administration tab, browse to Service Desk, Request/Incident/Problems, Areas.

   The Request/Incident/Problem Area List appears.

2. Click the area to edit.

   The Area Detail page appears.

3. Click Edit.

   The Update Area page appears.

4. Select the Auto Assignment tab, and complete the 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.

   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.

   Auto assignment is enabled. CA SDM performs configuration item-based auto assignments using the attribute that you specified in the Assignable CI Attribute field.