Administration › Service Desk › Requests/Incidents/Problems › Areas › Define Areas › Enable Auto Assignment

Enable Auto Assignment

You can specify how CA SDM automatically assigns tickets in an area. You can select location-based auto assignment or CI-based auto assignment.

Note: The Options Manager autoasg_override option controls the circumstances under which auto assignment takes place. If the value of this option is set to 1 (default), CA SDM ignores any existing assignee and group settings and auto assigns tickets in all cases. If you want CA SDM to auto assign tickets only if they are not already assigned, set the option value to 0.

To enable auto assignment

1. On the Administration tab, browse to Service Desk, Requests/Incidents/Problems, Areas.

   The Request/Incident/Problem Area List appears.

2. Select the area to edit.

   The Area Detail page appears.

3. Click Edit.

   The Update Area page appears.

4. Select the Auto Assignment tab, and complete the following fields as follows:

   Auto Assignment Mode

   Specifies how auto-assignment occurs. You use the Configuration Item Based option to base the auto assignment on the CI Assignable Attribute value.

   • Disabled—Bases the auto-assignment on the Area Defaults option when it is installed.
   • Configuration Item Based—Bases the auto-assignment on the CI Assignable Attribute value.
   • Location Based—Bases the auto-assignment on the location value.

     The automatic assignment process begins with the workshifts defined for the area, proceeds next to groups, and finally to locations. If at any point relationships are defined that fail to satisfy the requirements of the auto assignment process, the process attempts to assign the Default Assignee and Default Group of the area. If no defaults have been defined, the ticket assignment is not changed.

   Note: For details about the auto assignment processing logic, see the Administration Guide.

   Assignable CI Attribute

   Specifies the configuration item attribute to use for the group assignment. You can enter a value directly or click the magnifier to search for an attribute.

5. Click Save.

   Auto assignment is enabled.

See Also

Assign Groups to a Request/Incident/Problem Area

Assign Locations to a Request/Incident/Problem Area

Assign Workshifts to a Request/Incident/Problem Area