I am new to Remedy support and I'm trying to find a solution to an issue. When building a record in the Configure Assignment form can you specify that all Incident tickets be auto assigned to a specific group with only the Tier 1 level of the Product Categorization filled in?
This particular group I'm setting up has multiple Tier 2 & Tier 3 levels under Product Categorizations and I don't want to create records for each of these different combinations. Currently I have 1 Configure Assignment record for this group with nothing in any of the Product Categorization fields so the tickets are being auto assigned to a different group. The Sort Order does play a factor in auto assigning, but if I lower the value then this group starts receiving tickets for other groups. If a ticket gets created with all the Product Categorization fields set to null then they are auto assigned to our help desk for evaluation. I was thinking that by setting the Tier 1 level this one group uses then they would get all those tickets auto assigned; but it's not happening. I guess my real question is, what is the order used by Auto Assign when assigning tickets based on records in the Configure Assignment form? Thanks for your time, Larry B. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
