Don, A few questions: 1. Are you having the same results in each application? Change, Incident, etc. 2. Did you configure the applications to use the assignment engine? 3. Did you configure them to us Capacity, number or round robin? Don
Date: Mon, 10 Sep 2007 07:39:19 -0500From: [EMAIL PROTECTED]: ITSM7 Assignment StructureTo: [EMAIL PROTECTED] Good Morning Listers! We are developing Assignment rules for ARS7.1/ITSM7, and I hope this group can educate me as to observed behavior. Modifications aremild and few--ITSM is mostly OOB. By my understanding, assignment rules follow these behaviors,in this sequence: 1. Higher-number-of-logic-matches prevails, in case of multiple rulesbeing satisfied for one ticket--so the rule with the lesser match willnot be utilized. 2. Then, sort order governs, with lowest-numerical-sort-order dominant. 3. Finally, does this triage follow the principle of 'only one assignmentmade'? I have constructed several trials where more than one rule(of one type--"General", "Ownership") seemed to be implementedsequentially, with last-rule-executed being results actually recorded. I have encountered multiple examples where the HIGHER (later) sortnumber prevailed, among equally-valid qualification criteria (situationdeliberately chosen for this purpose.....). Any observations from you folks would be most helpful. ARS7.1 ITSM7 Windows2003 MS SQL Don W. McClure, P.E.Systems Engineer & Application AdministratorUniversity of North Texas dwmac_at_unt.edu 940.565.3287 "Not everything that can be counted counts, and not everything that counts can be counted."(Albert Einstein)__20060125_______________________This posting was submitted with HTML in it___ _________________________________________________________________ More photos; more messages; more whatever – Get MORE with Windows Live™ Hotmail®. NOW with 5GB storage. http://imagine-windowslive.com/hotmail/?locale=en-us&ocid=TXT_TAGHM_migration_HM_mini_5G_0907 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
