Auto Assign Tickets

You can use the auto assign tickets feature in Policy Planner to evenly distribute the responsibility for completing tickets among the users in your organization.

The default workflow makes use of two of the auto assign handlers, on creation of a ticket it automatically assigns the next step to the user who created it, and auto verify automatically assigns to the workflow system user. If you would like to utilized the additional available ticket handlers, please contact FireMon's Professional Services to help build a custom workflow.

The following list defines the types of tickets you can auto-assign.

• FireMon Assignment Handler—Automatically assigns a ticket to the "FireMon" user.
• Load Balancing Assignment Handler—Search all users and assigns to the one who has the lowest number of open tasks of the same task type as the unassigned ticket.
• Round Robin Assignment Handler—Sorts all users in alphabetical order, then identifies the last user who was assigned a task of the same task type as the unassigned ticket, and assigns the unassigned ticket to the next user.
• Random Assignment Handler—Assigns a ticket to a user at random from the list of users.
• Reassign in Same Instance Assignment Handler—Assigns the ticket to the user who previously worked the ticket within the same instance. If the ticket has not been worked previously, no assignment will happen.
• Requester Assignment Handler—Assigns the ticket to the user who requested that the ticket be created.
• Same Assignee As Other Task Assignment Handler—Identifies the last assignee of the ticket and assigns the new ticket to that user.
• User Resolver Assignment Handler—Given a user name or email address, assigns the ticket to the associated user.