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

Assign Workshifts to a Request/Incident/Problem Area

You can constrain auto assignment by relating the request/incident/problem area 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 or left for manual assignment.

Note: For more information, see the Administrator Guide.

To assign workshifts to a request/incident/problem area

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