# Manual Service Mapping

This functionality empowers administrators to define automatic ticket assignment rules based on impacted services and requester tags, enhancing the workflow and improving service delivery.

## **How does it work**

Business rules automate ticket assignments based on predefined criteria. They are configured to:

### **Assign tickets based on impacted service:**

Tickets associated with a specific impacted service (e.g., hardware diagnostics) can be automatically assigned to a designated team or technician based on expertise level.

### **Assign tickets based on the requester tag:**

Tickets created by users of a particular requester tag (e.g., front desk) can be routed to a predefined team or technician.

## **Creating Business Rules with Manual Service Mapping**

This section guides admins through creating business rules with manual service mapping.

### **Define the Business Rule**

* Assign the rule a clear and descriptive name (e.g., "Hardware Diagnostics—Assign to IT Team Level 1").
* Select the type of rule (e.g., "Impact Service").
* Briefly explain the rule's purpose (e.g., "This rule automatically assigns tickets related to hardware diagnostics to IT Team Level 1 technicians").

### **Configure Impact Service Mapping**

* Select the specific service impacted by the ticket (e.g., "Hardware Diagnostics").
* Choose the logical operator for the rule (e.g., "equals").
* **Assign To:**
  * **Group/Team:** Specify the team responsible for addressing tickets related to the impacted service (e.g., "IT Team").
  * **Expertise:** Define the specific expertise required for handling tickets (e.g., "Hardware").
  * **Level:** Select the appropriate technician level within the assigned team (e.g., "Level 1").

#### **Example:**

Considering a scenario where an IT team handles hardware diagnostics. Creating a business rule with the following configuration ensures tickets related to hardware diagnostics are automatically assigned to IT Team Level 1 technicians:

* **Business Rule Name:** Hardware Diagnostics - Assign to IT Team Level 1
* **Type:** Impact Service
* **Description:** This rule assigns tickets related to hardware diagnostics to IT Team Level 1 technicians.
* **Impact Service:** Hardware Diagnostics
* **Operator:** Equals
* **Assign To:**
  * **Group/Team:** IT Team
  * **Expertise:** Hardware (Optional)
  * **Level:** Level 1

### **Business Rules for Requester Tags**

Business rules can also be based on requester tags. Here's how to create a rule for a specific requester tag:

* Assign Tickets from the Front Desk to the Procurement Team Level 1
* **Add the respective** Requester Tag as Front Desk Manager.
* **Then Assign To:**
  * **Group/Team:** Procurement Team
  * **Level:** Level 1 Technician

#### **Example:**

This rule ensures any ticket created by someone with the "Front Desk Manager" tag is automatically assigned to the Level 1 Technician within the Procurement Team.


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