Configuration of assignments. With this functionality you can configure automated actions for automatic assignment of requests for teams and users.
The first step is configuration of teams.
Let’s create a new team and name it. The team leader usually is required to be able to define somebody responsible for this team. Let's choose, for example, this one. And also there is a task manager field. It could be used when you need to assign all tickets to somebody who then has to dispatch those tickets to the members of the team. Next, we can add some team members to this team.
Video - creating the team
And, the next part is configuration of automated actions. That will automatically assign the team to the request.
Configuration - Actions - snapshot
We go to Actions. And, here we can create a global action that will be applied to all the request types. in the Events we have to define “Request Created”. We can make this action available only for specific Type of Request, or to run on a specific Route. But Route is not applied to action. If you need, we can process requests by Conditions to determine if this request has to be assigned to this team.
We choose the assignment type “Assigned”. And next, we have a few types of assignments.
First one is a simple user. You can just choose a single user to assign a ticket to.
Next is a team. You can choose the team, and in this case, the request will be assigned, to the team and to no specific user.
For example, we can save this action and, we can create a new ticket, and when the ticket is saved, we can see that it is assigned to the chosen team. So now all team members will have access to this ticket, and each of them will be able to click Assign to me, to get this ticket.
Next type of assignment is more interesting, it works via assignment policies.
Configuration - Assignment policies - snapshot
We have to go to Configuration-Assignment policies and create a new assignment policy, for example, Assign by market and just save it. Next we go to Rules.
How does the assignment policy work? You can define a set of assignment tools. Each of them is used to decide who has to be assigned to this ticket, depending on conditions. And, in this case, we can assign requests to a team or maybe to a team member. We can choose, for example, My team - Assignment type - Choice type. It could be random or first.
A first could be used if you sort, for example, team members, by signed tickets and then choose the first who has less open tickets assigned. Also there is an option to filter out leaves. This way if an assignment is executed and somebody is on leave, then the user that is on leave, will be skipped.
And here we can add the condition. For example, we can check a related field, market. And contains - let's choose education. We save the condition.
Next we will create one more rule, again, assigned to a team member. We choose a different team and we create a different condition. Again, we choose a related field. Market contains Entertainment.
So basically this condition does the following. It receives a request from assignment policy, in this case, that has to be assigned and check if the market field contains Entertainment. Then this condition will be evaluated to true, otherwise, it'll be evaluated to false.
Next we save this rule.
And this rule will try to check conditions. And if the condition is satisfied, then the assignment will be done. And here we can reorder the rules and system. When the system checks the assignment policy, it'll try to get an assignment from the first rule. And if the first rule is not applicable or the first rule cannot turn the assignment, then the system will try the second rule. If the second rule does not work, then the system will try the third one and so on.
Also, I think we can add here, one more fallback rule. We could set priority to 100 to make it executed last and assigned to the administrator. If a system cannot determine to whom the ticket has to be assigned, the system will assign it to the administrator. And next we can choose this policy in automated actions.
Let’s create a ticket, and a random ticket is assigned to the administrator, because there is no market.
Next, we can create one more ticket and here we can choose some partner and some market, for example, education. We save this ticket and we can see that it is assigned to My team and then we select Pietro, as assigning for this ticket. Next we could create one more ticket.
Here we can select market entertainment. Let's save. And we can see that it is assigned to a functional team.
You can configure action running not only on creating ticket but on any event (there are 52 events now in ITSM)