Swarming

[Osvaldo Santos]

Have you already implemented Auto- Routing or Swarming Practices? Could you share your experiences?

Thank you,

[Community Alums]

Hello @Osvaldo Santos 

On what basis you want to auto route? Is it auto routing (assignment group) of incident tickets?

You can use assignment rule for the same.

Reference doc - Assignment rule

Regards,

Akshay 

[Osvaldo Santos]

Hi @Akshay Kangankar yes, auto routing of incident tickets (assignment groups).

I would like to connect swarming practices instead having tier model, implement automated collaborative model. I saw BMC solutions doing it.

[Community Alums]

Hello @Osvaldo Santos ,

Have you checked the reference that I have shared. 

Reference doc - 

Assignment rule

Videos- 
https://www.youtube.com/watch?v=VTW1UCpaU1E

https://www.youtube.com/watch?v=R3bnjx3CoUs

If my answer helped you in any way, please then mark it as Correct/helpful.

Regards,

Akshay 

[Osvaldo Santos]

Thanks @Akshay Kangankar but let´s imagine that I don´t have a good CMDB or CI list accurate, can I route based on symptom, description or business services classification?