Best Practices: Default Notification and Default Assignee

Document created by Joseph Brown Employee on Jan 24, 2017
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In Samanage you have two choices on how you assign tickets: Default Notification and Default Assignee.

If you want to have a person or group notified that there was a new ticket created, you will select
Default Notification and then they manually assign the ticket based on the details/category/etc. If you know that a person or group will always be assigned all new tickets initially, you will select Default Assignee.

You can configure the default assignee across all tickets or per category / subcategory. Let's walk through how to do this.

  1. Go to Setup -> Categories

  2. At the bottom, you will see the section "Default Assignee"

  3. If you wish you have all new incidents assigned to one user or group, turn on the Default Assignee option and select the user/group.

  4. If you wish to have the incidents unassigned, choose who will receive the notifications.