Automatically assign a record using Data Lookup and Record Matching.
Before you begin
Role required: assignment_rule_admin or admin
Procedure
Navigate to All > System Policy > Rules > Assignment Lookup Rules.
Select New.
On the form, fill in the fields.
Table 1. Assignment Data Lookup fields
Field
Description
Category
The category the data lookup matches against.
Subcategory
The subcategory the data lookup matches against.
Configuration item
The configuration item the data lookup matches against.
Location
The location the data lookup matches against.
Assignment group
The assignment group to assign the incident to.
Assigned to
The user to assign the incident to.
Active
Option to run the rule or deactivate the rule.
Order
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.
Select Submit.
Result
The rule assigns incidents to the values in the Assignment Group and Assigned To fields based on the values selected in the Category, Subcategory,
Configuration Item, or Location fields. A valid assignment lookup rule requires at least one matcher field and one setter field.
Assignment Data Lookup
In this example, the Assignment Data Lookup rule automatically assigns any incident with the Category of Inquiry/Help and Subcategory of Email to Fred Luddy.