Administration › Service Desk › Issues › Categories › Define Issue Categories › Enable Auto Assignment › Assign Groups to an Issue Category

Assign Groups to an Issue Category

To configure auto assignment for an issue category, you must at a minimum define the relationships between analyst groups and the category.

Assignees are chosen from groups that meet all of your specified auto assignment criteria. If no additional constraints are defined, tickets are auto assigned to the group member with the fewest active tickets.

If no groups are associated with the category, the default group and assignee are assigned. If these defaults are not defined, the ticket is left for manual assignment.

Note: For more information, see the Administrator Guide.

To assign groups to an issue category

1. On the Auto Assignment tab of the Issue Category Detail page, click Update Groups.

   The Group Search window opens.

2. To filter the search, complete one or more of the search fields, or leave all fields blank to search for all groups, then click Search.

   The Groups Assigned Update window opens.

3. Use the arrow buttons to move available groups to or from the Groups Assigned list.
4. Click OK.

   The Groups Assigned Update window closes and the Issue Category window displays the assigned groups.