You can tell the system to automatically assign issues to certain users or groups through the “Auto Assignments” configuration option. Depending on the other options configured within your site, this can include assignments based on any of the following field values:
■ Subtype (1 through 4)
■ Submitted Between (server time)
■ Submitted On (days of the week)
For example, issues can be auto-assigned based simply on Issue Type = Service. They can also be auto-assigned based on more complex criteria, such as Issue Type = Service AND Organization = WVF Systems AND Submitted On = Monday-Friday. In these cases, all field value criteria defined must be true for the assignment to occur.
Among Auto Assignments based on a single field value, “Precedence” determines the order in which the system will look for a relevant value. For example, if an issue meets the criteria for Auto Assignment A: Issue Type = Payroll, as well as Auto Assignment B: Location = Sacramento CA, but Precedence for Issue Type = “2” and Precedence for Location = “1,” the issue will be assigned using Auto Assignment B.
Auto Assignments occur only as an issue is submitted. Even if field values change during an issue’s life cycle, Auto Assignment remains in effect unless the Assigned To is changed manually within the issue or automatically due to an Escalation Rule or Global Issue Link.