Please, what is the exhaustive list of checks I should do to ensure tickets do not fail auto-assignment?
I have tried mapping all users to an active: Location and Group.
Request Areas are mapped with 'Auto-Assignment mode being Location based. Locations and Groups are populated.
Most of the tickets auto-assign correctly but about 5% of them do not. This 5% is about 20 tickets daily and so, it is undesirable as I have to re-assign daily.
Any workshift defined too as this is the first think been checked by the auto-assignment mechanism?
Thank you, Jerome.
Yes, workshift is set too.
You may also want to make sure that either the affected asset or affected customer have a location defined in their records.
My 2 cents
Maybe this tech doc might help:
How Auto Assignment Assigns Tickets - CA Service Management - 14.1 - CA Technologies Documentation
You can also increase logging for the auto routing process. This will insert log entries telling you how many groups it found that match the end user. I've attached a troubleshooting doc we use to test location based routing.
Substitute Location A and Location B with valid locations from your site.
Troubleshooting Location Based Routing
The following steps may help in troubleshooting misrouted tickets.