Data lookup rules

You can define an assignment rule with Data Lookup and Record Matching Support.

  1. Navigate to System Policy > Rules > Assignment Lookup Rules.
  2. Click New.
  3. Populate the assignment data lookup fields (see table).
  4. Click Submit.
    Assignment lookup rule
    Table 1. Assignment data lookup fields
    Field Input value
    Category Select the category the data lookup matches against.
    Subcategory Select the subcategory the data lookup matches against.
    Configuration item Select the configuration item the data lookup matches against.
    Location Select the location the data lookup matches against.
    Assignment group Select the assignment group to assign the incident to.
    Assigned to Select the user to assign the incident to.
    Active Set to Yes to run the rule or No to deactivate the rule.
    Order Enter the order in which the rule runs compared to other rules on the same table. The Data Lookup Plugin runs the rule with the lowest order and matching values.
    Note: The assignment lookup rule assigns incidents matching the values in the matcher fields (Category, Subcategory, Configuration Item, and Location) to the values in the setter fields (Assignment Group and Assigned To). A valid assignment lookup rule requires at least one matcher field and one setter field.