Configuration Item Based Auto-Assignment for Change Orders

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Is 'Configuration Item' Based Auto-Assignment possible?

Can we configure 'Configuration Item Based Auto-Assignment?

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component:

Resolution

Auto-assignment based on CI is ONLY designed for R/I/P (Request\Incident\Problem) ticket types. See below screen print:

<Please see attached file for image>

For Change Orders this is not available, as you can attach multiple CI's to a Change Order which complicates the Auto Assignment algorithm somewhat.

<Please see attached file for image>

Please consider raising an Idea (Enhancement Request) via CA Communities for this to be voted for and possibly considered in future releases.

Additional Information

https://communities.ca.com/community/ca-service-management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D