Define an assignment rule for problems

After a problem is logged, it must be assigned to the appropriate group or individual to handle the problem. You can define assignment rules to automate the assignment process.

Before you begin

Role required: admin

About this task

In this example, define an assignment rule to assign database problems to the database group.

Procedure

  1. Navigate to System Policy > Assignment and click New.
  2. Complete the form using the following information.
    • Name: Database Problems
    • Applies To section:
      • Table: Problem [problem]
      • Conditions: Dot-walk to [Configuration Item.Class] [is] [Database]
    • Group in the Assign To section: Database
  3. Click Submit.
  4. Test the assignment rule by completing the following steps.
    1. Navigate to Problem > Create New.
    2. Complete the problem form and select a configuration item with a class of Database.
    3. Click Submit.
    4. Open the problem and verify that the assignment group was added.