Again you can customize this to go that way or you can make the fields uneditable by the user and make the auto assignment work.
Kevin Begosh, RSP External Initiatives System Design & Integration 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Monday, June 30, 2008 2:57 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Configuring Assignments in ITSM 7.x My problem with the new assignment functionality is that because a support user can manually assign the ticket to any group on the Support Group Name+ menu list the assignment engine does not keep them from assigning the ticket to the wrong group. My customers don't like open manual assignments which this version of ITSM in effect allows because people like to assign tickets to one group all the time when they should only be presented with the groups that are designated to handle that Operational Category. I wish their was a way to stop this but I see I have some headache explaining this in my future. Thanks for the information Kevin. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Monday, June 30, 2008 2:46 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Configuring Assignments in ITSM 7.x What I did forget to mention is that if you set up the auto assignments correctly you can leave them blank and let the system assign a group to the ticket for the analysts so that they will not even have to assign the ticket to a group, then the group manager can assign it to a user or you can configure the assignment engine to even do that. Kevin Begosh, RSP External Initiatives System Design & Integration 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Monday, June 30, 2008 2:38 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Configuring Assignments in ITSM 7.x Thanks Kevin, I have so far come to that realization after playing with the form some more. Still, is there any way in ITSM 7.x to lock down the Group and Individual Assignment menus on the Incident, Problem and Change forms based on what Product or Operational Category combinations are selected? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Monday, June 30, 2008 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Configuring Assignments in ITSM 7.x John, The assignment configuration form you are referring to I believe only has to do with auto assignment to groups and not displaying what groups display for what combination of products and operational categorization. Kevin Begosh -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Monday, June 30, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Question: Configuring Assignments in ITSM 7.x Question: My question has to do with configuring assignments in ITSM 7.x. Can I say specify in the Assignment Configuration form for a specific combination of Operational Category and Product Category ONLY groups A and B can be assigned to that combination? i.e. limiting the menu on the Change form for the Change Assignee, Support Group Name+ to only display Groups A and B when the specified combination of Operational and Product Category have been selected. I tried to get this to work by inputting the values I wanted into the Assignment Configuration form in 7.x but it did not work, basically I am trying to get this to work like the SHR:Assignments Groups with Skills worked in 6.3. Does 7.x have this type of functionality? Thanks. ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
