No. The Owner is the group/person responsible for ensuring that the customer's outage is resolved satisfactorily. The Assignee is the group/person responsible for resolving the reported problem on an Incident. Once the Assignee says the problem's resolved, the Incident is again the responsibility of the Owner, until the Requester says all is hunky-dory.
In a real-world scenario, the Owner might be the triage/Level 1 area that takes the ticket and interacts with the users. The Assignee would be the technician who works the ticket. Rick On Mon, May 5, 2008 at 9:35 AM, Kathy Morris <[EMAIL PROTECTED]> wrote: > ** So the Assigned Group becomes the Owner? > > In a message dated 5/5/2008 9:30:30 A.M. Pacific Daylight Time, > [EMAIL PROTECTED] writes: > > According to what I've been told, the best practice is to not assign > anything to a person as an individual until there is a need for a specific > person to be involved. So in the case of an Incident being created by the > someone on the Service Desk, we assign it to that individual. When it's > created by someone else, it just gets assigned to the group as the Owner. > You aren't required to fill out a specific Owner, just an Owner Group. > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Kathy Morris > *Sent:* Monday, May 05, 2008 11:23 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 twists on family favorites at > AOL Food <http://food.aol.com/dinner-tonight?NCID=aolfod00030000000001>. > > __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 twists on family favorites at > AOL Food <http://food.aol.com/dinner-tonight?NCID=aolfod00030000000001>. > > __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. > > > > > ------------------------------ > Wondering what's for Dinner Tonight? Get new twists on family favorites at > AOL Food <http://food.aol.com/dinner-tonight?NCID=aolfod00030000000001>. > __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"
