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Setup Group Auto Assignment based on Config Item-Based in REQ/INC ?

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  • 1.  Setup Group Auto Assignment based on Config Item-Based in REQ/INC ?

    Posted 11-02-2017 06:53 PM

    SDM 14.1 SP3

     

    I am trying to setup Group Auto Assignment  based on Config Item-Based while creating

    Request/Incident/Problem tickets.Trying to build from scratch   with new CI  and attribute !!.

     

    I am stuck  at  step 1.e and f  as per   documents Link  

    How to Begin Implementing Auto Assignment - CA Service Management - 14.1 - CA Technologies Documentation

     

    1.

       e. Does the configuration item have an assignable CI attribute value? 

       f. Does the value specify a group in the CI attribute?

      

     

     

     

       Thanks.

    Santosh



  • 2.  Re: Setup Group Auto Assignment based on Config Item-Based in REQ/INC ?

    Posted 11-03-2017 02:02 PM

    Hi,

     

    When CI based routing is enabled for a category, you specify the contact from the CI to be used as the Group for the ticket.  The CI will then have to have a Group on the contact field that you chose for the CI based routing.

     

    When the selected category has CI based routing enabled, the CI will determine the Group on the ticket (only when Group is not set during creation).

     

    Example:

    CI

     

    Area

     

    Results (notice Group is not set)

     

    When Save is pressed the Group is then set to the Support Contact 1 from the CI.



  • 3.  Re: Setup Group Auto Assignment based on Config Item-Based in REQ/INC ?

    Posted 11-03-2017 03:53 PM

    Hi

    Thanks for reply/illustration. I will test further.

    One clarification, do we need to input  "area" fields as well ?

     

    SKH



  • 4.  Re: Setup Group Auto Assignment based on Config Item-Based in REQ/INC ?
    Best Answer

    Posted 11-03-2017 04:11 PM

    Yes, CI Based routing is configured on the Request/Incident/Problem area.  If you do not supply an area, but have a CI the automatic routing will not be triggered.



  • 5.  Re: Setup Group Auto Assignment based on Config Item-Based in REQ/INC ?

    Posted 11-03-2017 04:14 PM

    my initial test works per your response thanks.



  • 6.  Re: Setup Group Auto Assignment based on Config Item-Based in REQ/INC ?

    Posted 11-03-2017 04:17 PM

    You're welcome!