Since it is not listed in the Assignment Engine form your assumption is correct. It is required and informational only. -----Original Message----- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 11 Jan 2007 11:27 AM Subject: Re: Support Group Role in ITSM 7
Ok, so to clarify (not enough coffee today?), the flags for Support Group Role don't have any functionality tied to them - it's just an informational field (sadly, one that only exists on a data admin page)? On Thu, 11 Jan 2007 11:26:51 -0500, Roger Justice <[EMAIL PROTECTED]> wrote: >Unless you add another field this is a training issue. > > >-----Original Message----- >From: [EMAIL PROTECTED] >To: arslist@ARSLIST.ORG >Sent: Thu, 11 Jan 2007 11:19 AM >Subject: Re: Support Group Role in ITSM 7 > > >Yes...but what I'm not clear on, how does the user who is reassigning the >request manually know if the group they're choosing is Tier 1, Tier 2...or >do they? > >On Thu, 11 Jan 2007 10:49:17 -0500, Roger Justice <[EMAIL PROTECTED]> wrote: > >>The assignment engine allows manual assignment so that what you want can >be done. If the assigned to group is null then the assignment engine will >either use the parameters given to assign it or the user saving the ticket >will be given an error message to assign the ticket manually. >> >> >>-----Original Message----- >>From: [EMAIL PROTECTED] >>To: arslist@ARSLIST.ORG >>Sent: Thu, 11 Jan 2007 10:28 AM >>Subject: Support Group Role in ITSM 7 >> >> >>Hi all, >> >>We're trying to figure out if, in ITSM 7 Service Desk (Incident), if there >>is any connection between Incident assignment/reassignment and the "Support >>Group Role" that a group is configured with (Help Desk, Tier 1, 2, 3). >> >>So, if a ticket is in a Tier 1 queue, can it be reassigned to a Tier 3 >>team? Does it have to go to a Tier 2 team first? >> >>Thanks in advance! >> >>-Rebecca Hammond >> >>__________________________________________________________________________ _ >____ >>UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where >the >>Answers Are" >>________________________________________________________________________ >>Check out the new AOL. Most comprehensive set of free safety and security >tools, free access to millions of high-quality videos from across the web, >free AOL Mail and more. >> >>__________________________________________________________________________ _ >____ >>UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where >the Answers Are" >> > >___________________________________________________________________________ ____ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the >Answers Are" >________________________________________________________________________ >Check out the new AOL. Most comprehensive set of free safety and security tools, free access to millions of high-quality videos from across the web, free AOL Mail and more. > >___________________________________________________________________________ ____ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ________________________________________________________________________ Check out the new AOL. Most comprehensive set of free safety and security tools, free access to millions of high-quality videos from across the web, free AOL Mail and more. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
