This article contains the following topics:
This article contains the following topics:
Auto Assignmentreduces the time that is required to manage tickets by automating the process of assigning them to analysts. This automation can make the tasks that are associated with balancing workloads and coordinating work schedules much more efficient.
You can configure auto assignment to assign tickets that are based on the following factors:
- Which analyst groups work on which tickets or tasks.
- When the work must be done.
- The locations catering the affected customers.
- The workload and availability of each analyst.
- The value of an attribute of a configuration item that is associated with the ticket.Configuration item-based auto assignment lets you create group-specific assignments for Request/Incident/Problem tickets only. You do not have to implement auto assignment all at once. You can develop a strategy for phasing it in gradually. For example, you can begin by enabling it only for selected ticket types, analyst groups, or locations.
Auto Assignment Relationships
The auto assignment process can involve many CA SDM elements. The element relationships are as follows:
- Areas and categories relate to groups, locations, and workshifts.
- Groups relate to locations and workshifts.
To make the auto assignment easy to administer, all relationships can be maintained from either related element. For example, when relating an analyst group to a change category, you can maintain the association from either the Change Category Detail page or the Group Detail page.
Auto Assignment Methods
The following basic methods let you auto assign tickets:
- Location-based auto assignmentCreates assignments for all ticket types that are based on the following criteria:
The Location-based auto assignment is referred to simply as auto assignment.
- Areas and categories that are related to groups, locations, and workshifts
- Groups that are related to locations and workshifts
- Configuration item-based auto assignmentCreates group assignments for request, problem, and incident ticket types that are based on the following criteria:
- Areas that are related to tickets associated with configuration items
- Configuration item attributes used to record contact/group information
Location-based auto assignment and configuration item-based auto assignment are exclusive options. This is because you can select only one algorithm for use on a given Request/Incident/Problem Area. Location-based auto assignment and configuration item-based methods both serve to assign tickets when. However, Configuration item-based auto assignment is distinct, because it also reevaluates the assignments for a ticket upon changing the Area or configuration item of a Request/Incident/Problem ticket. If a configuration item-based auto assignment is specified, without successfully generating a group assignment for a ticket, the Area_Defaults option is consulted to determine whether the default Group and Assignee values on the Area should be used to assign the ticket.
Default Group and Assignee
When the auto assignment logic is unable to identify a suitable group or assignee, the ticket is assigned to the default group and assignee. You can specify these defaults in the Group and Assignee fields of the following web interface pages:
- Request/Incident/Problem Area Detail
- Change Category Detail
- Issue Detail
If auto assignment cannot identify a suitable group or assignee and the defaults are not specified, the ticket is left for manual assignment.
Auto Assignment Enablement
Options and controls let you configure auto assignment. You can control whether auto assignment processing occurs as follows:
- For requests, incidents, and problems assigned to that area, use the Auto Assignment Enabled tab on the Request/Incident/Problem Area Detail page.
- For change orders and issues, select the Auto Assignment tab and Auto Assignment Enabled check box on the Change Category Detail page, Issue Category Detail page.
Example: Enable Auto Assignment for a Request/Incident/Problem Area
This example demonstrates how to enable auto assignment for a Request/Incident/Problem area.
- On the Administration tab, browse to Service Desk, Requests/Incidents/Problems, Areas.The Requests/Incidents/Problems Area List page appears.
- Click the area for which you want to configure auto assignment.The Requests/Incidents/Problems Area Detail page appears.
- Click Edit.The Update Requests/Incidents/Problems Area page appears.
- Select the Auto Assignment tab, and complete the following fields as follows:
- Auto Assignment ModeSpecifies how auto-assignment occurs. You use the Configuration Item Based option to base the auto assignment on the CI Assignable Attribute value.
- Disabled-- Bases the auto-assignment on the Area Defaults option when it is installed.
- Configuration Item Based-- Bases the auto-assignment on the CI Assignable Attribute value.
- Location Based-- Bases the auto-assignment on the location value.
- Assignable CI AttributeSpecifies the configuration item attribute to use for the group assignment. You can enter a value directly or click the magnifier to search for an attribute.
- Click Save.The Request/Incident/Problem area is enabled to use default values that are entered automatically on the tickets that are assigned to the area.
Auto Assignment Override
You can use the Auto Assignment Override (autoasg_override) option in the Options Manager to determine if the auto assignment overrides an analyst or a group that is set when a ticket is created.
Other CA SDM features may have set the assignee and/or group before auto assignment obtains control. You can configure your system by setting this option to one of the following values:
- 0Honors the existing assignee and/or group. If the assignee and/or group was set during the creation of the ticket, auto assignment processing does not occur.
- 1Ignores the existing assignee and/or group. Auto assignment processing continues and attempts to find an assignee and/or group.
You can set the Assignee and/or Group in various ways:
- Manually by the Analyst
- Area Defaults and the Assignee set options
- Request Templates
- CA NSM integration
Uninstalling the Auto Assignment Override option causes it to operate in its default mode, which is 0.
Configure Auto Assignment by Location
The Auto Assignment tab allows you to establish a relationship between this location and request areas, change categories, issues categories, and groups. This allows you to assign tickets to eligible members of the group within the location automatically.
You must enable automatic assignment for each request area and category individually. Listing them on the Location Auto Assignment tab does not enable this function.
Follow these steps:
- On the Location Detail page, click Edit and select the Auto Assignment tab.
- Click one of the following buttons:
The Search page for the selected item appears.
- Update Request Areas to select request areas for auto assignment.
- Update Change Categories to select change categories for auto assignment.
- Update Issue Categories to select issue categories for auto assignment.
- Update Groups to select groups for auto assignment.
- Enter the search criteria to display the desired items and click Search.The Update page appears, listing the items that matched the search criteria.
- From the list on the left, select the desired items. To select multiple items, hold down the CTRL key while clicking the left mouse button.
- When you have selected all the items that you want, click the double right-arrow button.The selected items move to the Assigned list on the right.
- Click OK.The Location Detail page displays, with the selected items listed on the Auto Assignment tab.
Options and controls let you configure the auto assignment. The CA SDM features can affect the assignee, the group fields, or both on a ticket before auto assignment processing occurs. We recommend that you review assignment controls before implementing auto assignment.
The analyst can manually select the assignee and/or group while creating a ticket.
By default, CA SDM automatically sets the logged in analyst user as the assignee of the request. An Options Manager option, Assignee_set, lets you control this behavior. This option is typically installed by default.
The Iss assignee_set option automatically sets the logged in analyst user as the assignee of the Issue. It is similar to Assignee_set, except it is for Issues instead of Requests.
The Area_Defaults option determines what happens when the request area is specified on a request detail page. This option lets you set the assignee and group whenever the request area changes. The default assignee and group from the request area are used, and this processing occurs before auto assignment processing.
This option is not installed by default.
The Category_Defaults option provides similar functionality for change orders. The Iss_Category_Defaults option provides similar functionality for issues.
Require Assignee and Group Options
Several options are available in Options Manager for controlling the creation of unassigned tickets. These options are global in scope. They affect the creation of all of the indicated ticket types, regardless of whether auto assignment is in effect. If the indicated condition is not satisfied, the new or updated ticket cannot be saved.
The following options control the creation of tickets without an assignee specified:
- require_change_assigneeApplication: Change Order MgrDescription: Makes the Assignee field of a change order ticket required
- require_issue_assigneeApplication: Issue MgrDescription: Makes the Assignee field of an issue ticket required
- require_incident_assigneeApplication: Request MgrDescription: Makes the Assignee field of an incident ticket required
- require_problem_assigneeApplication: Request MgrDescription: Makes the Assignee field of a problem ticket required
- require_request_assigneeApplication: Request MgrDescription: Makes the Assignee field of a request ticket required
The following options control the creation of tickets without a group specified:
- require_change_groupApplication: Change Order MgrDescription: Makes the Group field of a change order ticket required
- require_issue_groupApplication: Issue MgrDescription: Makes the Group field of an issue ticket required
- require_incident_groupApplication: Request MgrDescription: Makes the Group field of an incident ticket required
- require_request_groupApplication: Request MgrDescription: Makes the Group field of a request ticket required
- require_problem_groupApplication: Request MgrDescription: Makes the Group field of a problem ticket required
You can use templates to set the values on a new request, change order, or issue. Templates can affect assignee and group fields.
CA Network and Systems Management Interface
When CA NSM and CA SDM are integrated and you are creating requests from CA NSM events, the user_parmsparameter in writer rule definitions is passed to the Text API. The CA SDM writer process (tngwriter) defines its own replacement parameters for changing the text before sending it to the Text API. The keyword LOG_AGENT is added to the end of the input to set the log_agent for the request.
You must update the Text_API.cfg file for all additional fields that are passed from CA NSM Alert Management Systems to CA SDM. This file is used for integrations with web services, email, and AHD.DLL.