Setting the Default Trouble Ticket Assignment for a Site

Setting the default trouble ticket assignment for a site lets you identify if trouble tickets generated by a site are assigned to a user by default, and if so, which user.

This setting applies to the current site only. If a trouble ticket is generated for this site, it is assigned according to this setting. This setting overrides the global trouble ticket assignment unless you select the Use Global Setting option.

The options for assigning tickets are:

• Use Global Setting — Service Center assigns tickets according to the Use Global Setting option, using the option selected in Default Global Trouble Ticket Assignment, on the Configuration > System Settings page, on the Tickets tab. The current global setting is displayed next to Use Global Setting on the Default Ticket Settings page. Options include:
  • Assign Automatically
  • Assign to: Unassigned
  • Assign to: User name
    For information on each of these settings, see Setting the Default Global Trouble Ticket Assignment .
• Assign to: Unassigned — Service Center does not assign tickets to a user. When trouble tickets are created, they are not assigned to a specific user.
• Assign to: User name — Service Center assigns tickets to the user whose name is selected in the Assign to box. When a ticket is created, it is assigned to that user, who receives any notification that has been set up in the service desk. That user can assign the ticket to other users from the service desk.

Using the Global Default Trouble Ticket Setting

The global default trouble ticket setting includes an option that is not available in the site-specific settings, Assign automatically. Assign automatically assigns tickets to the first user in the service desk's user list with the rights to have a ticket assigned to them. To use this setting for your site, select Assign automatically in the To set the global default user for trouble tickets procedure. Then, follow the To ensure a site uses the global setting for default user trouble ticket assignment procedure.

To ensure a site uses the global setting for default user trouble ticket assignment

1. In Service Center, click Site Management > Sites.
2. Click a site name.
3. Click the Configuration tab.
4. In the Default Site Trouble Ticket Assignment area, click Modify.
5. Click Use Global Setting.
6. Click Save.

To set the default user for trouble tickets for a site

1. In Service Center, click Site Management > Sites.
2. Click a site name.
3. Click the Configuration tab.
4. In the Default Site Trouble Ticket Assignment area, click Modify.
5. To assign tickets to a user, click Assign to, then select the user.
6. Click Save.

To create trouble tickets without an assigned user

1. In Service Center, click Site Management > Sites.
2. Click a site name.
3. Click the Configuration tab.
4. In the Default Site Trouble Ticket Assignment area, click Modify.
5. To create tickets without an assigned user, click Assign to, then select Unassigned.
6. Click Save.