How items are assigned

Deciding where to assign Incidents, Problems and Change Requests is a key element when configuring your NetSupport ServiceDesk environment. When an end-user logs a problem, the system automatically assigns the item based on rules that have been pre-defined by the Administrator.

Based on the person logging the item

When an item is logged, the system checks the properties of the initiator's company/department to determine which technical department or ServiceDesk Operator is registered as the assignee for that area.

Based on the type of item

The type of item can also determine who problems are assigned to. You may have a person who specialises in a particular application or piece of hardware, in which case you can filter all items of that type to the specific Operator.

You can specify which of the above rules takes priority in the Admin - Customise option.