Why It Matters
In ITSM, tickets often drift into limbo if they aren’t assigned promptly. Configuring default assignments makes sure every ticket lands in the right hands right from the start, reducing idle time, preventing lost requests, and keeping your SLA timers on track.
How to Set It Up
There are two primary ways to ensure tickets are automatically assigned:
- Via Service Catalog Forms: If you have specific request forms (like “Request Software Access”), you can route them directly to a designated person or group. Navigate to Administration → Forms, open your form, and go to the Destinations tab. From there, expand the Actors section on the bottom left to assign default technicians or groups whenever that specific form is submitted.
- Via the Automation Engine: For all other tickets, use the visual Workflow Automation Engine located on the ITAM side of your account (Workflows & Automations → Automations). You can build rules to auto-assign tickets based on parameters like category, subject line keywords, or AI-driven categorization. (Pro Tip: Always build a fallback rule that assigns any uncategorized tickets to a default triage manager so nothing sits idle!)
Next Steps
After configuring your default assignments, submit a few test tickets (both via the portal and email) to confirm they route correctly.
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