Assignment and Approval Engine
Simplify Advanced Routing
RightStar’s Assignment and Approval Engines make it easy for BMC Service Desk Express administrators to set up intelligent routing rules. Although they can be implemented separately, the Assignment and Approval Engines were designed to be used together to most effectively automate business processes.
The Assignment Engine works with the Incident, Work Order, Problem, or Change modules of SDE and routes requests to the correct group using assignment rules. The Approval Engine applies the same user-friendly approach to automating the change assessment and approval process.
Key Features and Benefits
- Brings advanced workflow functionality to SDE
- Coordinates disparate support groups while maintaining a single point of contact
- Minimizes number of business rules to be maintained
- Simple and accurate reporting
- Staff assignments based on Availability and Work Schedules
- Integrates with Self Service and workflow
- Does not require system administrator rights to create or change rules