Team Auto-Assign v2
Automatically assign a team based on ticket classification (Service, Category, and SubCategory).
Is it repeatable? Automate it.
If you can create a process for how your tickets will be routed, you can automate it - and save your team a ton of time. This mApp takes the work out of it by automatically assigning a team based on a ticket's classification (Service, Category, and SubCategory).
- Install the mApp, then overwrite all fields using the mApp Wizard. The mApp will overwrite the Incident OwnedBy Team and OwnedBy TeamID fields.
- Open Table Management, navigate to the lookup table "Incident Team Assignment."
- Select the classification based on Service, Category, and SubCategory, then select the team that should be automatically assigned to that classification.
Simple as that.
Note: This functionality is introduced in OOTB content starting in 9.3.2.
Beyond20 Contact and Location Information
Washington, DC | 1325 G Street NW, Suite 1020, Washington, DC 20005
Tempe, AZ | 60 E Rio Salado Pkwy, Suite 900, Tempe, AZ 85281
San Diego, CA | 4445 Eastgate Mall, Suite 200, San Diego, CA 92121
Platform Version Requirements: 9.1.1 - 9.3.2
Category: IT Service Management
Documentation: View Documentation Video Here