Working with automatic assignment of owners to incidents

The Automatic Assignment feature in the Incident application allows for automatic and repeated assignment of owners to incidents until an agent accepts ownership. This can be particularly useful where there are high volumes of tickets, a variety of owner selection criteria, and time dependencies for responding to incidents. This features provides the ability to continuously examine tickets that do not have owners assigned, and specify new owners until the incident is assigned an owner and addressed. The identification of owners takes into account the person's calendar, availability, shift, and workload.



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