OK. This does sound straight-forward enough. I'll give it a whirl. Doug - thank you so much -- if I get stuck, I may just contact you, if you don't mind.
Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 On Wed, 4 Mar 2009 14:09:46 -0600, Doug Blair <d...@blairing.com> wrote: >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> >>> _____ >>> >>> The information transmitted is intended only for the person or entity >> to >>> which it is addressed and may contain confidential and/or privileged >>> material. 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If you received this in error, please contact the >> sender and delete the material from any computer. This message >> cannot be guaranteed to be secure or error-free. >> >> First Republic Bank and its related entities do not take >> responsibility for, or accept time-sensitive instructions sent by >> email including orders, funds transfer instructions or stop payments >> on checks. All instructions of this nature must be handled by direct >> communication, not email. >> >> We reserve the right to monitor and review the content of all email >> communications sent or received. Emails sent to or from this address >> may be stored in accordance with regulatory requirements. >> >> First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., >> FSB >> >> ________________________________________________________________________ ____ ___ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > >_______________________________________________________________________ ____ ____ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" >======================================================================= == -------------------------------------------------------------------------- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
