How to set up assignment strategy

Assignment strategy allows you to determine how tickets assigned to a group - which are not directly assigned to a person - are distributed. Assignment strategy is set at the group level.

To set up assignment strategy:

  1. From the main menu, select Administration > Master Data > People > Groups.

  1. Select the group, and click Details.

  2. In the General section of the General tab, click Assignment strategy, and select one of the following:

    Value Description
    None The out-of-the-box default. No assignment strategy is set.
    Universal

    The ticket or notification goes to all members of the group.

    Cascading
    1. On reaching Time in Group (OLA) of 0% (when the ticket is created), the ticket goes to the primary on-call group member.

    2. On reaching Time in Group (OLA) of 15%, and there is still no assigned person, the notification goes to the first backup on-call group member.

    3. On reaching Time in Group (OLA) of 35%, and there is still no assigned person, the notification goes to the second backup on-call group member.

    For more information about Time in Group, see SLT settings.

    Directed

    If you select this option, an additional field is displayed: Dispatcher. Select the person from the drop-down. The Dispatcher must be a member of the group. If Dispatcher is left blank, notifications are not sent.

    The ticket or notification goes to the dispatcher. The dispatcher is responsible for onward distribution of tickets and notifications.

    Automatic

    The ticket is automatically assigned to the primary on-call group member.

  3. Click Save.

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