Administration › Service Desk › Requests/Incidents/Problems › Areas › Define Areas › Enable Auto Assignment › Assign Groups to a Request/Incident/Problem Area

Assign Groups to a Request/Incident/Problem Area

To configure auto assignment for a request/incident/problem area, you must at a minimum define the relationships between analyst groups and the area.

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 area, 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 a request/incident/problem area

1. On the Auto Assignment tab of the Request/Incident/Problem Area 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 Request/Incident/Problem Area window displays the assigned groups.