I've got a question about Incident Owner assignment in ITSM 7.0.3. I've done some testing and read through the documentation and postings about this on ARSList but I have reached two conclusions that I wanted to get some feedback on from the list membership.
First, the Incident Owner assignment does work exactly as stated on pages 125-126 of the Incident Management 7.0 User Guide but only if there isn't a Incident Owner entry for the company in the CFG:Assignment form. This tells me that CFG:Assignment overrides the OTB Incident Management Incident Owner assignment. Has anyone else found this to be true or disagree with this? Second, if there are multiple Incident Owner entries for a given company in CFG:Assignment they are not selected by the most specific rule but rather by a long "order by" statement that looks like this: ORDER BY 2 DESC,3 ASC,4 DESC,5 ASC,6 ASC,7 DESC,8 ASC,9 ASC,10 ASC,11 ASC,12 ASC,13 ASC,14 ASC,15 ASC,16 ASC,17 ASC, 1 ASC Where 2 is Event 3 is Sort Order 4 is Contact Company 5 is Organization 6 is Department 7 is Location Company 8 is Region 9 is Site Group 10 is Site+ 11 is Operational Tier 1 12 is Operational Tier 2 13 is Operational Tier 3 14 is Product Tier 1 15 is Product Tier 2 16 is Product Tier 3 17 is Product Name 1 is Request ID (Record Number) This, plus the fact that the filter matches most of these fields to a value or to NULL leads the to the net effect that the record with the lowest sort order will always be chosen regardless of the fields other than Contact Company and Location Company. Has anyone else found this to be true or disagree with this? If I wanted to set up a set of Incident Owner assignments that would fire on different product and operational categorizations, what would be the best way to do it? --- J.T. Shyman _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
