Our Service Desk is having some heartache with getting incidents assigned to the correct engineering group for infrastructure products. They want to use product assignments but dread maintaining them.
Today we have product assignments built mainly for business applications for our Application, Support and Maintenance support groups - there's only a few hundred of these. But there are thousands of infrastructure products, and nearly 100 engineering type support groups. Besides using the OOTB ITSM product assignment administration, does anyone have recommendations on best approaches to maintain this data. Are there any third party tools / apps, do you just use the OOTB admin, or did you create a custom admin app. Perhaps in a small to medium business this wouldn't be too much trouble, but in a large enterprise it's a headache. My initial thought was to create a custom admin display form to let support group managers pick which defined products they are responsible for, and create workflow to create the assignment records on the backside. We prefer COTS solutions if there are any. Regards, Andrew C. Goodall Software Engineer Development Services [email protected] jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com <font face="monospace"size="-3"><br>The information transmitted is intended only for the person or entity to which it is addressed and <br>may contain confidential and/or privileged material. If the reader of this message is not the intended<br>recipient, you are hereby notified that your access is unauthorized, and any review, dissemination,<br>distribution or copying of this message including any attachments is strictly prohibited. If you are not<br>the intended recipient, please contact the sender and delete the material from any computer.<br> _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
