About Auto Assignment Rules

You can have the system automatically assign issues immediately upon submission to certain users or groups through Auto Assignments. (Please note that a Group must have active members in order to show up in Assign To lists.) Depending on the other features and fields configured within your site, this can include assignments based on any of the following field values:

  • Organization
  • Department
  • Location
  • Class
  • Type
  • Subtype (1 through 4)
  • Priority
  • Project
  • Submitted Between (server time)
  • Submitted On (days of the week)

For example, issues can be auto-assigned based simply on Issue Type = ServiceThey can also be auto-assigned based on more complex criteria, such as Issue Type = Service AND Organization = WVF Systems AND Submitted On = Monday-Friday. In these cases, all field value criteria defined must be true for the assignment to occur.

Among Auto Assignments based on a single field value, Precedence determines the order in which the system will look for a relevant value.

For example, if an issue meets the criteria for Auto Assignment A: Issue Type = Payroll, as well as Auto Assignment B: Location = Sacramento CA, but Precedence for Issue Type = “2” and Precedence for Location = “1,” the issue will be assigned using Auto Assignment B.

Auto Assignments occur only as an issue is submitted. Even if field values change during an issue’s life cycle, Auto Assignment remains in effect unless the Assigned To is changed manually within the issue or automatically due to an Escalation Rule or Global Issue Link.


Please note that the video below contains navigation steps that apply to versions prior to Issuetrak 14. The actual use of the features depicted remains largely unchanged.

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Adding Auto Assignments

Steps:

  1. Click the gear icon in the upper right > click on Auto Assignments beneath Business Rules.
  2. Click on Add in the right context menu.
  3. Select the relevant criteria for this auto-assignment.
  4. Click on the magnifying glass next to the Auto-Assign To field.
  5. Click on the Display Name of the user to be auto-assigned in the Select User Record window that appears.
  6. Click Save.

A confirmation message will appear when this process is complete.


 

Editing Auto Assignments

Steps:

  1. Click the gear icon in the upper right > click on Auto Assignments beneath Business Rules.
  2. Click edit next to the Auto Assignment you are modifying.

  1. Make your changes in the Edit Auto Assignment screen that opens.
  2. Click Update.

A confirmation message will appear when this process is complete.


 

Managing Auto Assignments Precedence

Steps:

  1. Click the gear icon in the upper right > click on Auto Assignments beneath Business Rules > click on Precedence in the right context menu.
  2. Define — in descending order — which field determines the proper Auto Assignment when issues simultaneously qualify for multiple Auto Assignments based on a single field value.

  1. Click Update.

A confirmation message will appear when this process is complete.


 

Deleting Auto Assignments

Steps:

  1. Click the gear icon in the upper right > click on Auto Assignments beneath Business Rules.
  2. Click del next to the Auto Assignment you are deleting.
  3. Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.