The situation-based assignment algorithm applies to both regular assignment (create, delegate) and escalation (with an additional escalation group), as follows:
If an error occurs, Nexeed Ticket Management searches for a ticket mapping that matches both the device type and the event ID.
A ticket is only created if ticket mapping has been found.
Nexeed Ticket Management searches for the device in the plant hierarchy.
If the device is not assigned to a hierarchy level, a ticket is created and assigned to the default operator.
Nexeed Ticket Management searches for a responsible department/user group.
If no department/user group could be found, the search continues in the node above it in the hierarchy.
If the top level of the hierarchy is reached, the ticket is assigned to the default operator.
Nexeed Ticket Management searches for the resolving group.
If no appropriate resolving group was found in the current hierarchy node, the search is continued in the node above it in the hierarchy, with step 3.
All users in the appropriate resolving group are considered as possible processors for this ticket.
If no appropriate resolving group was found in the entire hierarchy, the ticket is assigned to the default processor.