Chris, setting the Assignee Group fields isn't something I will suggest, because I have neither tried it nor really thought through how that would affect the functionality of the module. I do understand how your support organization structure (and that of other companies) might not work well within the offered structure. Believe me, you're not alone. Depending on how your tickets come in, one minor customization thing you might try is using workflow to set a hard-coded "default" assignee group based on something ancillary like the Source field. I would be loathe to really break up how that whole construct is set up, but minor tweaks to the edges like that could work without a major chunk of work or risk to the OOB functionality. My basic methodology would be to either affect things before the assignment engine gets the incident, or after it's done, but not to mess too much with what's in between. Rick _____
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Saturday, October 13, 2007 2:06 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Mgmt 7: No default Assignee Group? ** So basically, there is no way in ITSM 7 (within the configuration data) to set a global assignment rule such that when all else fails (more specific matches between customer location and the support group rules do not take place), the base customer company will always assign to a central helpdesk or something? No wonder we can't get any of the specific rules for departments or distributed support areas (discrete chunks of our customer population) to honor assignment rules designed specifically for them; they keep routing to the base company catch-all rule that we feel (know) we have to have. That is so bass-ackwards from (1) previous behavior in Help Desk/ITSM 2,3,4,5,6.x), and( 2) from any logical approach to constructing assignment rules. I know there is the whole assignment engine construct out there, but it is useless here since no one in any of our IT organizations ever assigns a new ticket of any kind directly to an individual; they all MUST go through a group assignment first because you can't make any assumptions about who will be available to pick it up. The entire assignment engine is ONLY useful in a discrete call-center environment with many support techs on shift at once. Nothing like that exists here - way too much of the IT staff is part-time, and a lot of the full-time staff are in fact attending classes. That means that the group assignment rules MUST be made to work for us, not against us. So it's back to doing the customization we aren't supposed to be doing! So far most of my customizations to the ITSM 7 app have been to replace functions that were present in the previous versions, and that are absolutely essential for IT support. The first two were: Login Name search for customers and population in trouble tickets, followed closely by Corporate ID for the same purposes. I guess now I will have to add default assignment behavior to that list. Rick, are you suggesting setting the Assigned Group field (1000000217) or the Assignee Groups field (112) in the HPD:Help Desk form to a default value of the "default group name,"? That is a pretty "fundamental" customization to the behavior of a critical field (112) in the most heavily used form in the entire ITSM suite, isn't it - especially in a heavily multi-tenancy environment? Of course, at this point I'll try just about anything to pound this POS app into submission so that we can finally implement it. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center <http://itsm.unt.edu/> http://itsm.unt.edu/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Thursday, October 11, 2007 3:53 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Mgmt 7: No default Assignee Group? ** For now, I am going to tell them that this default group will show up in their list. I will consider code change later. Thanks. ----- Original Message ---- From: Rick Cook <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Tuesday, October 9, 2007 4:24:46 PM Subject: Re: Incident Mgmt 7: No default Assignee Group? ** Well, I suppose there are a couple of ways you could customize your way around that: 1) Make the Assignee group field default to the "default" group name, but set it so that it won't show up in menus. 2) Use workflow to set it manually after the assignment process if no qualifying assignee groups are found. Both would involve turning off some validation filters for Assignment groups, though. Rick On 10/9/07, Rabi Tripathi <[EMAIL PROTECTED]> wrote: That's sad. I had a catch-all rule, but people complained that when they did manual autoassign using the button, the group selection pop-up was always showing up, because even if there was only one specific rule for that situation...owing to the "default" rule. Thanks Rick. --- Rick Cook < <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]> wrote: > That's true, Rabi. You have to have a base group > (i.e. Tier 1/Triage group) > defined that can be assigned pretty much anything, > then build your other > groups to catch as much as possible before it > filters down to that group. > So in essence, that's the default group - it just > isn't called that. > > Rick > > On 10/9/07, Rabi Tripathi < [EMAIL PROTECTED]> > wrote: > > > > In ITSM 7, it looks like there's no way to specify > a > > default group for use when autoassignment fails to > > find a group. > > > > So, if there are any gaps in autoassignment rules, > > user is stuck, unless (s)he picks one manually. > > > > Can somebody confirm this is really how it is in > 7? > > That the ability to specify a default assignee > group > > (in "application settings") was thrown out in 7? > > > > TIA. __20060125_______________________This posting was submitted with HTML in it___ _____ Be a better Heartthrob. 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