Configure Auto-Assignment based on Workshift and Groups

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Article ID: 207326

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

How to setup Auto-Assignment based on Work-shift and Groups.

Environment

CA Service Desk Manager, all releases

Resolution

A sample configuration on how Auto-Assignment could be used with Groups and Work shift.

1. Create the required work shifts.

2. Groups should have work schedules mapped.

3. Under the Request/Incident Area, Auto-Assignment should have a Mapped Group & Work shift.

If has to auto-assign to analysts as well  then The Group Members should belong to Analysts Access Type have the" Available" Checkbox checked along with work schedule mapped.

For an Auto-Assignment to be successful the work shift should be the same under the Request/Incident Area -> Auto-Assignment tab, Group & Customer workshift.

Example:

->  Request/Incident Area: Area1
     Default Group: Group 2
     Auto-Assignment: Enabled
     Auto Assignment Group: Group 1
     Auto Assignment workshift: Shift 1

-> Affected End user 1: Customer 1
    workschedule: shift 1

-> Group 1 Workschedule: Shift 1

-> Group 2 Workschedule: Shift 2

From the above setup:

Workshift "shift 1" is marked as Auto-Assignment Workshift for the Request/Incident Area. The Group "Group 1" and Customer "Customer 1" are also mapped to the same workshift "workshift 1"

Customer "Customer 2" belongs to a different Workshift "Shift 2".

Test Case:

Now when Customer1 creates a new Incident with the category as Area1, then ticket will Auto assign to the Group1 mapped to that Area1 as they have matching workschedules.

However if customer "Customer 2" is the affected end user and creates a ticket under the Area "Area1", then the Auto-Assignment will fail as the shift of the Customer "Customer 2" and the Auto Assignment Group "Group 1" do not match.Instead, the Incident will be assigned to the Default Group "Group 2" that was set on the Incident Area.

If required, can attach multiple shifts with groups mapped at Request/Incident Area.
Screenshot of incident area with Autoassignment enabled(pic1) and have mulitple group and workshifts(pic2) mapped.

pic1                                                                                                                            

   

 

Pic2

           

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