That sounds correct to me. The Assignee group does the work, the Owner group is responsible for ensuring resolution with the users. Your support people need a refresher on ITIL definitions; sounds like they're interpreting it in their own way.
Rick On Mon, May 5, 2008 at 10:01 AM, Kathy Morris <[EMAIL PROTECTED]> wrote: > ** I understand both concepts - perhaps I need to clarify. > > Ticket comes in and the ticket is Auto-assigned to the Help Desk (Assigned > Group). The Help Desk feels they should be the Incident Owner (Owner > Group). The Help Desk then assigns the ticket to a Support Group (now the > support group is the Assigned Group). The Support Group believes they > should be the incident owner (Owner Group). > > In a message dated 5/5/2008 9:49:05 A.M. Pacific Daylight Time, > [EMAIL PROTECTED] writes: > > Aren't you, maybe, mixing the concepts of "assignment" and "ownership"? > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen > Sent: Monday, May 05, 2008 11:42 AM > To: arslist@ARSLIST.ORG > Subject: Re: ITIL Remedy > > ** Hi Kathy, > > The Helpdesk really should be the owner of any incident. > It's best that the customer has only one single point of contact -> the > helpdesk.. they need to own the incident from cradle to grave.. and they > should be able to spawn any change or problem from the given incident. > From a user's perspective, they hate being pushed around to 10 different > "Support Groups" only to be handed off back to the Helpdesk... incident > bouncing it not good. > > So to recap, > Single point of contact -> Helpdesk (Keep your Level II,III from getting > calls directly from customers) > Incident owner -> Helpdesk (You can still assign it to other support > groups) from cradle to grave. > > This method follows the Incident Process Flow Bar.. > > Hope this helps. > > Kevin P. > > > > ** > 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. > > ________________________________ > > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try > it now. > <http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i6 > 2sR8HDtDypao8Wcj9tAcJ> __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" > > > > > ------------------------------ > 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"
