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Defining an Assignment Rule for Incidents

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Incident Management
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1 Overview

To ensure that incidents are promptly dealt with by the appropriate IT service members, administrators can define Assignment Rules to automate the process.

2 Defining an Assignment Rule for Incidents

To define an assignment rule for incidents:

  1. Navigate to System Policy > Assignment and click New.
  2. Populate the form as follows:
    • Name: New York Database Issues
    • Table: Incident [incident]
    • Execution Order: 50
    • Group: NY DB
    • Conditions: "Location is New York" and "Category is Database".

NYDB.png

To test the assignment rule, navigate to Incidents > Create New and populate the form with the following:

  • Location: New York
  • Category: Database

NYDB2.png

When you save the incident, the proper assignment group is added:

NYDB3.png

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