auto assign group using Process Designer
i am a beginner in using Process designer in HPSM 9.41
I need to configure auto assign group incident ticket (based in the OOb workflow) for incident ticke twith specific catégory (for example, ticket incident with category = X should be asigned to assignement group = A)
how can i do it bu process designer ?
Re: auto assign group using Process Designer
Short steps are:
- Assign the new rule to certain workflow phases' actions (I assume Update and Open are suitable)
I'm using a convention of assigning IM tickets based on Service, not category, but of course the convention varies business by business. The configuration items have a "Assignment" field, which contains the name of responsible group. I'd avoid having a assignment business logic "hardcoded" and make assignments based on services. It's a way HPE promotes as a best practice for this tool and I encourage to follow that path.
I don't have an OOB environment in my hands, but there is already a ruleset which handles ticket's IM assignments. If I recall correctly, there's no a ready code for assigning per IM category, but you may tinker with the ruleset by cloning it, if you choose that path.
Moving on, this account is no longer active. Best regards, Kelalek
- So Long, and Thanks for All the Fish