After a problem is logged, it must be assigned to the appropriate group or individual
to handle the problem. You can define assignment rules to automate the assignment
process.
Before you begin
Role required: assignment_rule_admin or admin
About this task
Some assignment rules are predefined for Problem Management. Review the
predefined assignment rules, and verify that the problem assignment rules you want to
use are active. For example, the Network Problem assignment rule
looks at the configuration item class for network problems and assigns the problem to
the Network group. In this procedure, define an assignment
rule to assign database problems to the Database group. It is
just an example to let you know how to define an assignment rule. The
Database Problem assignment rule is already available in
the base system.
Procedure
-
Navigate to and click New.
-
Complete the form using the following information.
- Name: Database
Problems
- Applies To tab or section:
- Table: Problem [problem]
- Conditions: Dot-walk to
[Configuration Item.Class] [is]
[Database].
- Group in the Assign To tab
or section: Database
-
Click Submit.
-
Test the assignment rule by completing the following steps.
-
Navigate to .
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Complete the problem form and select a configuration item with a class
of Database.
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Click Submit.
-
Open the problem and verify that the assignment group was added.