I was asked to do this 6 months ago. I do the analysis, and the customer is still considering to do it or not.
The designed solution is: 1.- Create a form where you define turns by name. Each turn has an availability time frame for each day and a name. 2.- Create a form where you can assign each user to a turn at each day. A manager will update turns of their people. I planned a couple of active links to copy weeks, etc. 3.- Create a form where you define a relationship between turns and support groups. So you can have that Help Desk people has three turns and specialist has two turns with different time-table. That's the definition of the availability. All forms are designed to be multi-tenancy so a record can apply to - Global - or to a company. Now, the code. It is driven by escalations and scheduled events (see: http://theremedyforit.com/2012/01/scheduling-actions-in-bmc-remedy-action-request-system/ ) Each time an incident is modified a guide is fired that checks: 1.- If the support group has no turns defined, then exits the guide (the support group is not turn based). 2.- If there is no assignee or the status is resolved, pendent or closed exits the guide. It there is an assigne and the status is assigned or in progress, then it continues. 3.- Checks the valid turns for the support group that apply today at current time and the user is part of them. If no request is found, then the user is finishing its turn. If not, GOTO 6, the assigned user is currently in turn. 4.- Changes the status to assigned and the assigned user to null. The ticket goes again to the main queue. 5.- Exit the guide 6.- Create an schedulling event at the finishing time of the current valid turn. When an schedulling event is fired by an escalation, then perform a dummy modification on the incident, so the guide is fired. The requirement of the customer is to empty the assignee at the end of the turn, because the dispatching is manual. If dispatching is automatic, it can easily changed to assign a valid user. Regards, Jose Huerta On Wed, Jul 18, 2012 at 6:44 PM, Longwing, LJ CTR MDA/IC < [email protected]> wrote: > Mahesh, > You and I both know that training monkeys is harder than you could ever > imagine it would be. > > -----Original Message----- > From: Action Request System discussion list(ARSList) [mailto: > [email protected]] On Behalf Of Mahesh Chandra > Sent: Wednesday, July 18, 2012 10:24 AM > To: [email protected] > Subject: Re: ITSM Assignee - Timetable > > This can be achieved by training the users to change their availability to > "No" when they clock out from their shift. > > Thanks > Mahesh > Sent from my iPhone > > On Jul 17, 2012, at 7:34 AM, "Longwing, LJ CTR MDA/IC" < > [email protected]> wrote: > > > No...I'm looking to say > > > > UserA is available Mon-Fri 8A-8P > > UserB is available Mon-Fri 8P-8A > > > > And during those timeframes, have User A in the assignee list....and not > when not during those timeframes... > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[email protected]] On Behalf Of Goodall, Andrew C > > Sent: Monday, July 16, 2012 4:16 PM > > To: [email protected] > > Subject: Re: ITSM Assignee - Timetable > > > > Do you mean from "My profile" under "Support Groups" --> "Update Support > Groups and Roles" for individual groups or "Mark All Unavailable" > > > > Regards, > > > > Andrew C. Goodall > > Software Engineer > > Development Services > > [email protected] > > jcpenney > > 6501 Legacy Drive > > Plano, TX 75024 > > jcp.com > > > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[email protected]] On Behalf Of Longwing, LJ CTR MDA/IC > > Sent: Monday, July 16, 2012 5:00 PM > > To: [email protected] > > Subject: ITSM Assignee - Timetable > > > > Ok....looking for a feature that doesn't seem to exist, but seems > > reasonable that I'm just missing it > > > > We have found where you can schedule a group's availability, but not > able to find a PERSON's availability. Need to basically be able to say > this person is available to receive tickets from this time to that time on > these days....where can I find that? > > > > ______________________________________________________________________ > > _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > > The information transmitted is intended only for the person or entity to > which it is addressed and may contain confidential and/or privileged > material. If the reader of this message is not the intended recipient, you > are hereby notified that your access is unauthorized, and any review, > dissemination, distribution or copying of this message including any > attachments is strictly prohibited. If you are not the intended recipient, > please contact the sender and delete the material from any computer. > > > > ______________________________________________________________________ > > _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > > > > ______________________________________________________________________ > > _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 > www.wwrug12.com ARSList: "Where the Answers Are" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
