Christine, The answer is yes, you're on the right track, and we've done it.
We wanted to do exactly what you asked - AE rules for one support group only. The safest thing is to leave all the AE rules installed out of the box alone (you might want them again someday) and build a new set of AE rules. Ours have names like General Assignment - Custom, Change Manager - Custom and so forth (those won't show up on the application configuration menu until you enter them in another table - sorry, forgot the name!) The General Assignment - Custom method contains rules which include the Support Group field from the request form in the rule qualification, and pull their assignees from the General Assignment form (which is baaically support group membership). The rule (paraphrasing here - I'm not at work) is something like Support Group on Request Form = Service Desk and Support Group on Assignment Form = SGP000000000123 and Status = Enabled and Assignment Availability = Yes and the metthod (in our case) is load balance by number. and that gets you a login you can assign. The first part of that will only be true for the Service Desk tickets, and all the other tickets get no assignee.... Get ya started? Doug ...... Original Message ....... On Mon, 22 Dec 2008 10:41:31 -0800 Christine <christineperryi...@yahoo.com> wrote: >I'm still kind of new to Remedy ARS and am looking into the Assignment >Engine. Is it possible to turn this on for just one workgroup? We have >the Requestor Console setup and it assigns tickets to the help desk >and other groups. I am wondering if I can setup the Assignment Engine >for just the help desk group. > >I've been reading the documentation and I wonder if using the >Assignment Rule for 'where the workgroup = helpdesk' would allow round >robin Assignment for help desk persons but would leave the current >Requestor Console group assignment for other groups in place. > >Thanks much! > >_______________________________________________________________________________ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _ Doug Blair Remedy Skilled Professional doug <at> blairing <dot>com +1 224-558-5462 Sent from my Treo, usual caveats apply _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
