Skip navigation

Assignment rules selection in SmartIT

score 105
You have not voted. Active

When a user from Company A creates a new Incident, this ticket can be assigned to a Company B support group.

This is done using "Auto Assign" feature in Remedy.

When the submitter uses "Auto Assign" button in Remedy a popup window displays the assignment rules (that matches the conditions), one or more of which are a support groups from Company B can be selected.

Same is not possible with Smart IT, we have the option " Auto-assign to the best fit group ", but this does not populate the dialog box for selection as it does in ITSM.

 

 

Comments

Vote history