2 Replies Latest reply on Oct 17, 2012 5:32 AM by Ashwanth Padmanabhan

    Can you create SR assignment rules based on the navigational category

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      Throughout SRM, as well as throughout all ITSM, you can define assignment rules linking specific support group/people with specific tickets.


      Within SRM you can set up assignment rules for (amongst others) the service request itself.


      However, the configuration form for the assignment rules is a common form that provides with the Operational Categorisation as a configuration option.

      In SRM, the operational categorisation is not used, you use a navigational categorisation instead.

      So on the configuration form, you get a dropdown of the opcat, not the navcat.


      So, is there OOTB no way to assign a service request coordinator, service request manager based upon the navcat?


      Thanks for your feedback.



      btw, SRM 7.6.00