Administration › Service Desk › Issues › Categories › Define Issue Categories › Enable Auto Assignment

Enable Auto Assignment

You can specify how CA SDM automatically assigns tickets in an area. You can base auto assignment on groups, locations, and workshifts.

The automatic assignment process begins with the workshifts defined for the issue category, 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 category. If no defaults have been defined, the ticket assignment is not changed.

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

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, Issues, Categories.

   The Issue Category List appears.

2. Select the category to edit.

   The Category Detail page appears.

3. Click Edit.

   The Update Issue page appears.

4. Select the Auto Assignment tab, and select the Auto Assignment Enabled check box.
5. Click Save.

   Auto assignment is enabled.

6. Click Save.

   Auto assignment is enabled.

See Also

Assign Groups to an Issue Category

Assign Workshifts to an Issue Category

Assign Locations to an Issue Category