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Default responsible groups can be set automatically for tickets based on rules.

 

The following options for default responsible groups are available (defining values):

•per process (ticket type)

•per category of the ticket

•per location (of the person concerned)

•per organizational unit (of the person concerned)

 

There is always a default responsible group for tickets and optionally an external default responsible person to whom the ticket should be forwarded by email if necessary (dependent values)

 

Each of these options can also apply in combination. The system checks the list of all defined rules from top to bottom and in the order specified above to determine which rule applies to a responsible person and automatically sets this responsible person in the ticket.

 

The rules can be managed centrally at this point or, with regard to categories, directly in the category management.