How Auto Assignment Assigns Tickets

This article contains the following topics:
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This article contains the following topics:
How Tickets are Assigned
Auto-assignment assigns tickets as follows:
  1. The initial save operation of a new ticket invokes auto assignment.
    If an area or category is not configured for auto assignment, processing stops.
  2. Auto assignment determines whether Autoasg_override is installed.
    If it is not installed and the ticket has an assignee or group, processing stops.
  3. If work shifts are related to the ticket, the open date is evaluated to determine the inclusion of a ticket.
    If a work shift does not include the ticket, processing stops. Auto assignment attempts to assign the default group and assignee.
  4. Auto assignment determines whether any groups are related to the ticket.
    If no groups are related, processing stops, and auto-assignment attempts to assign the default group and assignee.
  5. Auto assignment filters any groups with work shift, where the open date is outside the time frame of the work shift. Groups without a work shift bypass filtering.
  6. The following processing occurs for locations that are related to the ticket:
    • If this ticket is a request, and it has a configuration item:
      The location of the configuration item is matched against the locations that are related to the request area. If no match occurs, processing stops, and auto assignment attempts to assign the default group and assignee. Otherwise, the customer location is matched against the locations that are related to the area or category. If no match occurs, processing stops, and auto assignment attempts to assign the default group and assignee.
    • If locations are associated with the request area or category:
      Suppose that locations are associated with the request area and the configuration item (during request auto assignment processing), or the customer has no location. Then auto assignment stops processing.
  7. Auto assignment filters the groups that have related locations that do not match the configuration item location (for requests only) or customer location. If no groups remain, processing stops, and auto assignment attempts to assign the default group and assignee.
  8. Auto assignment creates a list of analysts from each of the remaining eligible groups.
  9. Unavailable analysts are filtered.
  10. The remaining analysts are checked for Work Schedules. Available analysts that have Work Schedules are filtered when the open date is not within their work schedules.
  11. If no analysts remain, processing stops and auto assignment attempts to assign the default group and assignee.
  12. All the remaining analysts are ranked according to the number of active tickets that are assigned to them.
  13. The analyst (and associated group) with the least number of active tickets is assigned to the ticket. If a tie occurs, the first analyst that occurs in the group is selected.
    For more information, see Ticket Process Flow Diagram.
Ticket Process Flow Diagram
The following flow diagrams show how auto-assignment assigns ticket: 
Diagram depicting ticket workflow Page 1 v1
Diagram depicting ticket workflow Page 1 v1
Diagram Showing Ticket Workflow for Page 2
Diagram Showing Ticket Workflow for Page 2
Diagram for depicting ticket workflow Page 3
Diagram for depicting ticket workflow Page 3
Diagram depicting ticket workflow Page 4
Diagram depicting ticket workflow Page 4
How Workflow Tasks are Assigned
Auto Assignment assigns workflow tasks as follows:
  1. Auto assignment is invoked when the status of a workflow task changes to pending. If the workflow template that the workflow task was created from is not enabled for auto assignment, processing stops. If the parent change order category or Issue category is not enabled for auto assignment, processing stops.
  2. Auto assignment checks to determine if Autoasg_override is installed. If not installed and the task has an assignee or group, processing stops.
  3. The workflow template that the workflow task was created from is checked to see if any contacts are associated with it. If there are no contacts, processing stops.
  4. Auto assignment builds a list of contacts that are members of the groups that are currently associated to the workflow template. The workflow template must be the template from which the workflow task was created. Any contacts in this list that are groups are filtered out.
  5. All of the remaining contacts are ranked according to the number of active change order tasks or the corresponding issue tasks.
  6. The contact and associated group with the least number of active tasks is assigned to the task.
    For more information, see Work Process Flow Diagram.
Work Process Flow Diagram
Diagram Showing Workflow Process Page 1
Diagram Showing Workflow Process Page 1
 
Diagram Showing Workflow Process Page 2
Diagram Showing Workflow Process Page 2