Set default assignees for incidents

You can set a default assignee so new incidents are assigned automatically when they are created. Site-wide defaults apply to every new incident, and category-level overrides let you route specific types to different people.

How default assignees work

Default assignees are configured in Settings > Incidents. When a new incident is created, the system checks whether its category has a specific assignee configured. If it does, that person is assigned. If not, the site-wide default assignee is used. Incidents are only assigned automatically when a default assignee is configured.

Before you start

You need the Incident module admin role to configure default assignees for incidents.

Set a site-wide default assignee

1. Go to Settings > Incidents

2. Open the Default Assignees tab

3. Select the default assignee for incidents

4. Save

Set category-level overrides

1. In the same Default Assignees tab, find the category you want to override

2. Select a different assignee for that category

3. Save

Category overrides take priority over the site-wide default.

Test the setup

1. Create a new incident in a category that has an override

2. Check that the correct assignee is set automatically

3. Create another incident in a category with no override to confirm it uses the site-wide default

What’s next

To learn how to manage assigned incidents, see How the incident module works.