Assignments rules can be configured for each service in the service list.
Go to, configure > services > service list > select ‘configure’ option for the service.
Assignment rules configuration is available on the ‘Preference’ tab. Scroll down to the end of the page to find the assignment rules section.
The first rule is about the default assignment of a service request. When a service request is created without any assignment condition, the service requests will automatically go to the default team configured here.
For example, I’m configuring the assignment rules for statutory audit service. So, I set the default team as ‘Statutory Audit Team’. So when a statutory audit service request is created without assigning to any person, the SR automatically will go to the statutory audit team.
The statutory audit team can view the service request in the team activity board of the service board.
The next rule is based on the customer group. Here we will configure which workforce groups are permitted to work on the service requests when a service request is created for a particular customer group.
For example, you can configure in such a way that when an SR is created for a statutory audit client, only the statutory audit team and the billing team can work on the ticket.
You can also configure, to which team the service request should be assigned when it is not explicitly specified while creation.
When the service request does not satisfy any of the conditions mentioned here. It will be assigned to the default team mentioned above.
Assignment rules can be configured as per your workplace structure. It can be customized as per the requirement.
Here is one more example of how we can use the assignment rules.
The first rule states that, when an SR is created for a Chennai Client, only the Chennai team and billing team can work on the SR. On creation, the SR will automatically be assigned to Chennai Team.
And if it is created for a Bangalore Client, only the Bangalore team and billing team can work on it. The SR will be automatically assigned to the Bangalore team on creation.
If the SR doesn’t satisfy any of the mentioned rules (for example, an SR is created for a client who does belong neither to Chennai Client nor Bangalore Client), then the SR will be assigned to the default team. In this case, it will be assigned to the ‘All Administrators’ team.
Do not forget to publish the service after making changes in the configuration. Only on publishing the changes will be implemented in the service requests created subsequently.
It is important to note that, any changes made to the service configuration will not impact the previously created service requests.
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