Configuring Auto Assignment › How Auto Assignment Assigns Tickets

How Auto Assignment Assigns Tickets

Auto-assignment assigns tickets as follows:

1. The initial save operation of a new ticket invokes auto assignment.

   If an area or category is not configured for auto assignment, processing stops.

2. Auto assignment determines whether Autoasg_override is installed.

   If it is not installed and the ticket has an assignee or group, processing stops.

3. If work shifts are related to the ticket, the open date is evaluated to determine if a work shift includes the ticket.

   If a work shift does not include the ticket, processing stops, and auto assignment attempts to assign the default group and assignee.

4. Auto assignment determines whether any groups are related to the ticket.

   If no groups are related, processing stops, and auto assignment attempts to assign the default group and assignee.

5. Auto assignment filters out any groups with an associated work shift, where the open date is outside the time frame of the work shift. Groups without a work shift bypass filtering.
6. The following occurs for locations that are related to the ticket:
   • If this ticket is a request and it has a configuration item

     The location of the configuration item is matched against the locations related to the request area. If no match occurs, processing stops, and auto assignment attempts to assign the default group and assignee. Otherwise, the customer location is matched against the locations related to the area or category. If no match occurs, processing stops, and auto assignment attempts to assign the default group and assignee.

   • If locations are associated with the request area or category

     If locations are associated with the request area and the configuration item (during request auto assignment processing) or the customer has no location, auto assignment stops processing.

7. Auto assignment filters out the eligible groups that have related locations that do not match the configuration item location (for requests only) or customer location. If no groups remain, processing stops, and auto assignment attempts to assign the default group and assignee.
8. Auto assignment creates a list of analysts from each of the remaining eligible groups.
9. Unavailable analysts are filtered out.
10. The remaining analysts are checked for Work Schedules. Those analysts that have Work Schedules are filtered out when the open date is not within the work schedules of the analyst.
11. If no analysts remain, processing stops and auto assignment attempts to assign the default group and assignee.
12. All the remaining analysts are ranked according to the number of active tickets assigned to them.
13. The analyst (and associated group) with the least number of active tickets is assigned to the ticket. If a tie occurs, the first analyst that occurs in the group is selected.