The following setup is required in order to use the auto-assign feature:
Set up users and user groups in the Admin Console Security application. Organize users into the groups that will be assigned follow-ups and trouble tickets that require special handling.
In order to be eligible for assignment, a user must be Enabled, Available, and activated (Activation Date is not in the future and the Expiration Date has not passed). These states may be set when you add the user, and later via the User Group table. See Users and Groups in the section on Security in Administration Console.
Create an auto-assignable journal type. Use the Auto-Assign Group field in the Journal Types table in the Admin Console Data Management application. This list is populated with all user groups defined in the system. Select the user group to which all follow-ups or trouble tickets of this type will be assigned. The default setting is Do Not Auto-Assign. See Journal Types in Data Management for details.
