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

Assign Workshifts to an Issue Category

You can constrain auto assignment by relating the issue category to a workshift. The workshift determines the timeframe within which tickets are eligible for auto assignment. Tickets opened outside the hours of the workshift are assigned to the default group and analyst. If those defaults have not been defined, tickets are left for manual assignment.

Note: For more information, see the Administrator Guide.

To assign workshifts to an issue category

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

   The Workshift 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 workshifts, then click Search.

   The Workshifts Assigned Update window opens.

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

   The Workshifts Assigned Update window closes and the Issue Category window displays the assigned workshifts.