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.