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Establish Routing (Assignment) of Incidents
Symantec® ServiceDesk Customization Guide 7.0
example makes sure that the submitter isn't the primary contact if submitting for
someone else.
By default, ServiceDesk forms enforce required fields for the pieces of information
required by the respective process. Requiring a field is as simple as right-clicking the
input field and selecting the required path.
ServiceDesk forms can also enforce data format through use of the Masked Edit
component. For example, if you add a cost center field or a phone number format to a
form, the Masked Edit component enforces that specific format.
For additional information regarding the Forms components, see the Symantec
Workflow documentation found on the Altiris documentation site: http://
www.altiris.com/Support/Documentation.aspx. (Scroll down to "Workflow.")
Routing rules determine the assignment of an incident. By default, all incidents are
routed (in other words, "assigned") to the Support 1 queue. From there, the Support I
analyst can re-classify, work, or escalate the incident. Common "routing" rules create
assignment based off priority, location, and/or category. You can set up multiple layers
of rules to determine assignment; the order of the rules is the order in which they are
enforced.
Note:
Any time you want to add auto-assignment of incidents to the Incident Management
process, simply add the DetermineAssignmentComponent from the ServiceDesk > Data
> Incident category of components at the point where you want to introduce a call to
that service. By default, a call to this service is done right after an incident is submitted.
First, let's create a routing rule that will route an incident to the appropriate initial or
triage group. This example will show how to have all urgent or high priority incidents
automatically routed to Support II. The second set of instructions will show how to route
by category, and the third set will show how to route by location.
To create a routing rule to route all urgent or high priority incidents to
the Support II group
1.
Open the SD.RoutingRules project, and navigate to the Determine Assignment
model.
2.
Add a Matches Rule, and then copy and paste a replica of the Get Support I
component.
3.
Configure the Matches Rule so that it finds urgent and high priority incidents by
doing the following:
Open the Matches Rule. Modify the evaluation list to contain "Urgent" and
"High"
Set the evaluation variable to be Incident.Priority
Click OK.
4.
Rename the "Get Support I Group" component to "Get Support II Group"
5.
Edit the "Get Support II Group" component to assign as follows:
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