11 Replies Latest reply on Apr 24, 2019 1:57 AM by Carl Wilson

    Assignment Engine is not auto-assigning tickets...

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      Hi Friends,

       

      Currently we are facing issue with BMC Remedy Assignment Engine, There are some support groups in our system where Auto-Assignment on incidents is happening i.e. incidents got auto-assignee for a support group but it’s not auto-assignee to assignes of that support groups and also support group having members and Assignee also having their Assignment availability is Yes.

       

      As per the Incident Rules, IM Application is using “Incident General Assignment - Round Robin” process.

      This issue is not happening for all the support groups, only for few support groups.

      We have also enable AE logs but logs are not throwing any specific errors for those support groups.

      Can anyone please suggest us, what could be the reason for this type of issues?

       

      Thanks,

      Basant Soni