Enable Definition of Rules Based on Tags

You can define rules based on the tags associated with help desk requests.

For example: If a help desk request is associated with the performance tag, then assign it to the Performance queue. If a help desk request is associated with the testing tag, then assign it to the Testing queue.

Note:

This procedure is optional. You may want to use tags, but you may still not require rules related to tags.

To enable defining of rules based on help desk request tags:

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Help Desk
   • Functional Area: Assignment and Routing
   • Task: Manage Service Assignment Objects

2. On the Manage Service Assignment Objects page, in the Name column, click the arrow next to the object.

3. Click Create Child.

4. In the Name field of the Create Child Assignment Object window, specify the name as Help Desk Request Tags.

5. In the View Object Instance field, select SrTagRules from the drop-down list.

6. Click OK.

7. In the Help Desk Request Tags: Details region of the page, click the Attributes tab.

8. Select the Add icon.

9. In the View Object Attribute column, select Tag from the drop-down list.

10. Click Save.

You can now define rules based on help desk request tags.