According to pg 125 of the Incident Management User Guide, if the HelpDesk is ever assigned a ticket, they will always be the owner. I don’t have the ITIL knowledge to explain the why. But give that a read. Unfortunately the impact and the difference between Owner and Assigned Group is spread throughout the document and not it one place, so it’s been a little difficult for me to get a handle on that. In case you don’t have the doc, here is the meat.
Understanding incident ownership Incident ownership is set when the incident is submitted. The incident owner depends on the support group membership of the person submitting the incident, as well as the support group being assigned the incident. For example, consider the following three support groups: ! Support Group A has a support group role of Help Desk. Person A is in Support Group A. ! Support Group B does not have a support group role of Help Desk; for example, it might have a support group role of Tier 2. Person B is in Support Group B. ! Support Group C does not have a support group role of Based on these support groups, the following example events show how the incident owner is set: ! Person A submits an incident. Because Person A is a member of a support group with the role of Help Desk, ownership of the incident is set to Support Group A, regardless of who is assigned this incident. ! Person B submits an incident and assigns it to Support Group A. Ownership of the incident is set to Support Group A because the group has the role of Help Desk. ! Person B submits another incident, and assigns the incident to Support Group C. Support Group B becomes the owner, because Person B is the submitter. Hope that helps! Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris Sent: Monday, May 05, 2008 9:23 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Normally we assign it to the Help Desk - but who would be the "Owner" In a message dated 5/5/2008 9:21:53 A.M. Pacific Daylight Time, [EMAIL PROTECTED] writes: ** We automatically assign it to the Helpdesk Group (actually Service Desk if you want to be completely ITIL.) The reason being that ITSM is very locked down, and people who the ticket are not assigned to can’t edit it. As a result, you might want the group people go to for help with the application to be able to reassign it when it is accidentally assigned to the wrong group. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris Sent: Monday, May 05, 2008 11:16 AM To: arslist@ARSLIST.ORG Subject: ITIL Remedy ** Hi, In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket. Should it be the assigned group or the Help Desk? What are the advantages of one over the other. _____ Wondering what's for Dinner Tonight? Get new <http://food.aol.com/dinner-tonight?NCID=aolfod00030000000001> twists on family favorites at AOL Food. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Private and confidential as detailed here <http://www.sug.com/disclaimers/default.htm#Mail> . If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _____ Wondering what's for Dinner Tonight? Get new <http://food.aol.com/dinner-tonight?NCID=aolfod00030000000001> twists on family favorites at AOL Food. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
