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In

More

Service

is

Case

flow

/

automatic

case

allocation

based

on

category

and

flow

based

on

object.

The

evaluation

order

for

these

two

can

also

be

set.

Case

flow

/

automatic

case

allocation

is

available

in

More

Service

Agentportal

and

in

More

Service

Portal.

Responsible

team

/

agent

is

set

on

the

object

or

category

to

make

this

work.

The

central

setting

is

set

under

Settings→Servicedesk>Caseflow

to

activate

the

settings.

   

Furthermore, you can then add or remove the setting on the object in System Map/CMDB On the info tab under "Responsible" as shown below.