Re: ITSM individual assignment process by assigned group rather than by company?

[Doug Blair]

Laurie,

I think this is quite possible. We have some variations on the method  
of assignment here at Orbitz.

First, the method of assignment (round robin, least recent, least  
loaded etc) is part of the rule, not part of the process. The process  
is made of a bunch of rules in a sorted order, and the first rule that  
produces an assignee is the one that is used.

I elected not to disturb the out-of-the-box assignment definitions,  
and made a new one named Orbitz-Assignment-Custom.  This won't show up  
on the menus unless you enter it in CFG:AssignmentProcessMapping, but  
once you make one or more entries there the assignment process will be  
available on the rules configuration screen.  You don't have to make a  
new process - you can add your own rules to the existing processes if  
you want - but I don't think that's a Good Thing.

For the next step, make sure you have a form or a join form that  
includes fields from People and support groups so you can find a  
person who is enabled in People, is a member of a support group, and  
has various roles in that group (Approver, CAB-Manager, etc). The  
roles part might not be necessary if you are just assigning  
implementers. CTM:Ppl Search-SupportGrpFuncR seems to have about all  
you'll need.  Note that there are two availability type fields in this  
- one for the people record and one for the team membership role.

Next, I built rules which would work for individual teams.  These are  
things like

$SupportGroup ID from request form$ = 'Support Group ID from  
assignment form' AND Profile Status = Enabled AND Assignment  
Availability = Yes and Assignment Availability 2 = Yes, plus whatever  
additional qualification you need to find the role you want,

Give it a name and save the rule with the assignment method set to  
what you want - for example Round Robin.  Make three variations on  
this rule so you can use any of the methods for assignment.

So far this looks like a normal OOB assignment rule.

Prepend something like

 $Assigned Group$ = "Service Desk" AND

... to the qualification for the rule.  Now you have a rule which will  
work only for the service desk team in the Assigned group field on the  
request form, and they want to use Round Robin.

take the Number variation of the rule, prepend something like

$Assigned Group$ = "Network Team" AND

and you have a new rule which will work only for the network team in  
assigned group, and uses a different load balancing method.

Now go back to your process screen and create your new custom process,  
adding these two rules (and probably with some others too, to cover  
the cases where these two custom rules don't work).  Now you have a  
custom assignment process with special load balancing rules for two  
teams. There's no reason that you can't add other custom rules, or  
change the rule qualifications so that number or round robin will work  
for several different teams.

THEN go back to your change or incident application rules screens and  
pick your custom processes as the assignment method for the different  
roles. It should take effect immediately.

Laurie, I'm sorry if my explanation isn't concise - I'm between  
meetings and not at my desk - but I know you can do this and it's been  
a while since I brain-dumped!   Call/write/send pidgeon if you get  
stuck!

Doug Blair




On Mar 4, 2009, at 11:36 AM, Muhlethaler, Laurie wrote:

Anyone?

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-----Original Message-----
From: Muhlethaler, Laurie
Sent: Tuesday, March 03, 2009 1:23 PM
To: 'arsl...@listserv.rbugs.com'
Subject: RE: ITSM individual assignment process by assigned group  
rather
than by company?

Sorry to revisit but I had to sideline this issue for a while.  BMC  
has
told me that without customization, I cannot route incidents at the
individual level for single-tenancy using different Assignment
Processes.  I would have to turn on the Assignment Engine Integration
and select ONE Assignment Process in the Configure Incident Rules form
which all support groups would have to adhere to.  Yet some groups  
want
to use Round Robin and others want to use Number.  Is that correct or
has someone else done this using the Assignment Engine Administration
console?  I find it hard to believe that this is such a unique
request....

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-----Original Message-----
From: Muhlethaler, Laurie
Sent: Thursday, January 22, 2009 12:47 PM
To: arsl...@listserv.rbugs.com
Subject: RE: ITSM individual assignment process by assigned group  
rather
than by company?

EXACTLY what I was looking for (gave up after looking through some  
other

pdf's)!  Thank you for pointing me in the right direction, Greg!


On Thu, 22 Jan 2009 14:30:15 -0600, Greg Donalson
<cdonal...@houston.oilfield.slb.com> wrote:

Hi Laurie,

In the User tool, if you search for the form "Assignment Engine
Administration", this is where you can set it all up.  Also, the pdf,
Configuration, is a good place to see how to set it up.

Greg Donalson
Schlumberger

Desk - 713-513-2331
Cell - 281-515-6538


_____

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie
Sent: Thursday, January 22, 2009 2:09 PM
To: arslist@ARSLIST.ORG
Subject: ITSM individual assignment process by assigned group rather
than
by
company?


**

Listers ~ my users have asked to have automated assignments enabled  
at
the
individual level.  However, different assignment groups want  
different
processes (some want number, others want round-robin).  We are
currently
running single-tenancy, have automated assignments at the group level
and
have the assignment engine integration option in the Configure  
Incident
Rules form set to "No".

Is there a way I can implement individual auto-assignment without  
heavy
customization?

Windows Server 2003

SQL Server 2005

7.1.00 Patch 002

AR Server

MidTier

Admin

Client

Service Desk - 7.0.03 Patch 006

Assignment Engine - 7.1.00

Laurie Muhlethaler

First Republic Bank

Remedy Developer / Administrator

415.364.4436

[First Republic Bank logo] <http://logos.firstrepublic.com/FRB.jpg>
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communication, not email.

We reserve the right to monitor and review the content of all email  
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