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Location or group wise auto incident assigning

Created: 24 Jul 2013 • Updated: 26 Aug 2013 | 3 comments


How to configure incident assigning through location or Group wise

Operating Systems:

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brunoyep's picture


Go to Admin/Process Automation/Automation Rules. Click in the orange thunderbolt, select Add rule and create a rule based in what do you want.


Bruno Bacelar

jbrown's picture

To add a little more to what Brunoyep is saying.

I would use/create a Routing Table for Location under the Data Mappings for the Incident Management Rulesets. In the Data Mapping you would list the Location in Key 1 and the Incident Service Queue name in the Value item. Then you would add a rule with a condition that the 'Affected Location is Set' and the action would be 'Route Incoming Incident - Using Location Routing Table - Routing Table: Location'. And that would do the assign the incident based on the location to a particular queue.

And can you give more infromation on what you mean by 'group wise'?

TGiles's picture

By default ServiceDesk 7.5 already has a data mapping table called Routing Table:Location defined.