Sivarama, Maybe what you can do is setup the auto assignment the same but setup different groups that will be assigned as the Change Manager vs Change Assignee vs Change Implementer.
Then based on the out of box notifications, you can see which ones you want to eliminate that fire at certain stages so that the Change manager (lets say) is notified after the Change ticket has been authorized and is moved to Planning In Progress. Then when the ticket goes to Scheduled, the only email that is sent out is the Change Assignee and/or Change Implementer. Then the Change Implementor or Assignee would update and then Complete the request and the email would go just back to the Change Manager letting them know that the Change was completed. This way you essentially have different groups playing different roles for your change requests and this would avoid any workflow or form customizations. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: Auto Assignment ** Hi Lisa, What I meant was the Change mgmt workflow has a status field which has the following vales (draft, request for authorization, request for change, planning in progress, scheduled for riew, scheduled for approval etc.) The status option as you know represents the states in the change mgmt workflow which has again the following stages Initiate, review and authorize, plan & schedule, Implement and closed. Now for each of the states in the stages obviously there is a particular group involved which does the work. I wanted to know if I can set an auto routing depending on these conditions say that after the first stage which is initiate - draft when the next stage is requested which is initiate - request for authorization the work automatically flows to the pre defined support group which deals with it. I have nothing to feed in the operational or product category currently in the company. Can I use it somehow to asign the requests?? I know it sounds complicated but I would like to know what is feasible to do without any customizations. Hope this explanation helped you to understand my problem. I can send you a more detailed explanation if required. Thanks Sivarama On Tue, Jul 29, 2008 at 8:57 AM, Lisa Westerfield <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** Can you clarify what you mean by "the various states of the workflow"? The Assignment Engine will assign to a Support Group based on various categorizations and locations, by application and/or service type. The Auto Assignment to individual is by company, and will work the same for every support group in that company (i.e. round robin) That's about as smart as it gets OOTB. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 10:51 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Auto Assignment ** Hi Guys, I am working with AR Server 7.1.00 and trying to set up auto assignment for the workflow in the change mgmt and incident mgmt (7.0.03). Is there any way to auto assign the support group the request flows through depending on the various states of the workflow? I have no operational or product category to configure. in the assignment. please help me!! I am new to remedy and I am trying to configure the out of the box workflow for company use. Thanks Sivarama __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com> ARSlist: "Where the Answers Are" html___ <http://www.bmc.com/userworld/> TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com> ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ________________________________ Please consider the environment before printing this e-mail. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
