Suffice it to say that we had to create a separate Ownership rule to match every generic assignment rule that was based on the customer location. We have over 25 distributed support groups, each one of which supports a distinct grouping of users in the global customer company according to their organization value. Ownership is explicitly set by a rule to the IT support group that serves that organization. Assignment may be to the same group for locally supported issues, or to a completely different group for centrally supported system issues - different, explicit rules.
In our experience, leaving Ownership to default on its own is a bad idea, and we have even instances where people manage to mangle it while working manually, resulting in a ticket with only one or two of the Ownership fields filled. It is impossible to do anything with a ticket once it is in that state, and it takes an escalation to clean it up. We recommend you create a complete set of explicit ownership rules as appropriate to your customer and support configurations. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Rabi Tripathi > Sent: Thursday, January 22, 2009 11:12 AM > To: [email protected] > Subject: ITSM 7: Incident Owner Set Based on Autoassignment Rule or > Based on Submitter/Assignee Group? > > Hi, > In ITSM 7, I can set autoassignment rules for Assignee > group or Owner group of Incidents. (on CFG:Assignment > form) > > However, for Owner Group, there is also a detailed > statement in the User Guide about how the Owner Group > is picked by the system based on what kind of group is > submitting the Incident (with or without HelpDesk > role) and what kind of group it is assigned to. ( See > Incident 7.0 User Guide, Page 125 ) > > This statement in User Guide completely ignores the > usual auto-assignment logic, and is in fact in direct > conflict with it. > > So which logic is really used by ITMS 7 to pick an > "Owner Group" on an Incident? > > In my system I see that the "auto-assignment" rule on > CFG:Assignment form is used in almost all of the > Incidents. A very few seem to have Owner Group set > differently. In these, I am not sure if the > "statement" above was applied or the user manually set > the Owner Group. > > What the @#!$ fruit? Which logic is in effect? > > > > > _______________________________________________________________________ > ________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
