Creating Assignment rules
Accessible to: Application Administrator
Assignment rules are used to identify the right group which is supposed to work
on a ticket. System comes pre-configured with a default assignment rule which
is mapped to the default group.
- Create new Assignment rule using "Add New Rule" button
- Edit an existing Assignment rule using the "Edit" button
- Delete an Assignment rule using the "Delete" action button
Creating / Editing an Assignment Rule
- Provide the Assignment rule name and description
- Create the Assignment rule formula
- Map the group to which the ticket is to be assigned
- Ensure that the priority of Assignment rule is as desired
Assignment rule formula
Assignment rule formula is defined through a formula builder as shown in image upper. This rule is used to apply an Assignment rule to a ticket when the ticket is created and submitted. If more than one Assignment rule is applicable on a ticket then the one with higher priority is applied.
Assignment formula can be modified after submission but only new tickets will be impacted by the modified formula.
Parameters available to be used in a Assignment rule are -
- Category (and Sub Category)
- Creation Time
- Ticket Day
- Ticket Priority
-Ticket Type
Direct Assignment
There also is an option to assign a ticket to a specific support rep within a
Group. Ticket is routed to the group which is indicated here if the assignment
rule gets applied.
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