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This article explains how to configure Octopus so that incidents/SRs created using the web application or by email are automatically assigned to the right service desk group based on the user's location.

Step 1: Create a service desk groups for each service desk

• Go to "Tool > Reference Data Management"
• Go to "General > Groups"
• Rename the existing "Service Desk" groups to "Service Desk - Montreal"
• Create a new group called "Service Desk - Vancouver".
• Assign technicians to the group where they work.

Step 2: Assign a Service Desk group to each Site

In Octopus, Sites represent the offices or buildings that your service desks support. A service desk groups must be assigned to every Site.

• Go to "Tool > Reference Data Management"
• Go to "General > Sites"
• For each site, select the correct service desk group in the "Service Desk" field.

Step 3: Assign a Site to each User

In order to be able to assign requests to the right service desk group based on the user's location, every user must be assigned to a Site. If ever a user is not assigned to a site, the system will assign to incident to the default group (the one previously called "Service Desk").

There are multiple ways to automatically link users and sites. Contact us at support@octopus-itsm.com if you want to know more about this.