Ah.. I see! Thanks for the explanation as I will implement SRM later this year! :)
From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Larry Barnes Sent: Wednesday, March 03, 2010 6:05 PM To: arslist@ARSLIST.ORG Subject: Re: Configure Assignment ** My bad. Service Direct = Service Request Management AOT's = Application Object Templates (1 of 4 steps in creating a Service Request template) SDR should have been SRD for Service Request Definition. Don't ya just luv acronyms !!! ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A Sent: Wednesday, March 03, 2010 3:58 PM To: arslist@ARSLIST.ORG Subject: Re: Configure Assignment ** Hey I'm glad to help.. ..but please help me now. What is Service Direct, AOT or SDR? Marcelo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Larry Barnes Sent: Wednesday, March 03, 2010 5:47 PM To: arslist@ARSLIST.ORG Subject: Re: Configure Assignment ** Marcelo, Thanks for your input. This caused me to research a bit deeper. I'm using Service Direct with the template in question. Turns out the template was updated to include Tier-1 but when the SD form was submitted the Tier-1 field information was not included in the Incident ticket. Turns out the AOT was listing a different Instance ID than the InstanceID in the template form. After this discovery was made I was able to relink the AOT and the template with the SDR form. All is good now. Thanks for the help. ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A Sent: Wednesday, March 03, 2010 12:51 PM To: arslist@ARSLIST.ORG Subject: Re: Configure Assignment ** Larry, I suggest including Operational Categorization (at least Tier 1) in your auto-assignments. Are you trying to route all tickets with i.e. product tier 1 = Manufacturing to a particular support group regardless of Operational Categorization? Would routing using the product name work? What fields are you using for the current auto assignment? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Thad K Esser Sent: Wednesday, March 03, 2010 2:30 PM To: arslist@ARSLIST.ORG Subject: Re: Configure Assignment ** Larry, The primary factor is the value in the Sort Order. The assignment config with the highest numbered sort order (with everything else matching) will be the one used. If you look at the form properties of CFG:Assignment, you will see that the records are sorted first by Event, then by descending value of the Sort order field (then a whole bunch of other things). The qualification used for Incident assignment is: ( 'Assignment Event' = "- General -" ) AND (( 'Contact Company' = $Contact Company$) OR ( 'Contact Company' = "- Global -" )) AND (( 'Organization' = $Organization$) OR ( 'Organization' = $NULL$ )) AND (( 'Department' = $Department$) OR ( 'Department' = $NULL$ )) AND (( 'Company' = $Contact Company$) OR ( 'Company' = "- Global -" )) AND (( 'Region' = $Region$) OR ( 'Region' = $NULL$ )) AND (( 'Site Group' = $Site Group$) OR ( 'Site Group' = $NULL$ )) AND (( 'Site' = $Site$) OR ( 'Site' = $NULL$ )) AND (( 'Product Categorization Tier 1' = $Product Categorization Tier 1$) OR ( 'Product Categorization Tier 1' = $NULL$ )) AND (( 'Product Categorization Tier 2' = $Product Categorization Tier 2$) OR ( 'Product Categorization Tier 2' = $NULL$ )) AND (( 'Product Categorization Tier 3' = $Product Categorization Tier 3$) OR ( 'Product Categorization Tier 3' = $NULL$ )) AND (( 'Product Name' = $Product Name$) OR ( 'Product Name' = $NULL$ )) AND (( 'Categorization Tier 1' = $Categorization Tier 1$) OR ( 'Categorization Tier 1' = $NULL$ )) AND (( 'Categorization Tier 2' = $Categorization Tier 2$) OR ( 'Categorization Tier 2' = $NULL$ )) AND (( 'Categorization Tier 3' = $Categorization Tier 3$) OR ( 'Categorization Tier 3' = $NULL$ )) AND ( 'Status' = "Enabled") AND ( (( $Service Type$ = "User Service Request") AND ( 'Request Selection' = "Yes")) OR (( $Service Type$ = "User Service Restoration") AND ( 'Service Restoration Selection' = "Yes")) OR (( $Service Type$ = "Infrastructure Restoration") AND ( 'Infra Restoration Selection' = "Yes")) OR (( $Service Type$ = "Infrastructure Event") AND ( 'Infra Event Selection' = "Yes")) OR (( $Service Type$ = $NULL$ ) AND ( 'Help Desk Selection' = "Yes")) ) Note: fields with "$"'s are from the Incident form, fields with single ticks are from CFG:Assignment. So, for every record that matches above, the one with the highest sort order will be used. Hopefully that helps you figure out which sort orders you need. Thad Esser Remedy Developer From: Larry Barnes <larry.bar...@thecreek.com> To: arslist@ARSLIST.ORG Date: 03/03/2010 12:01 PM Subject: Configure Assignment Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> ________________________________ I am new to Remedy support and I'm trying to find a solution to an issue. When building a record in the Configure Assignment form can you specify that all Incident tickets be auto assigned to a specific group with only the Tier 1 level of the Product Categorization filled in? This particular group I'm setting up has multiple Tier 2 & Tier 3 levels under Product Categorizations and I don't want to create records for each of these different combinations. Currently I have 1 Configure Assignment record for this group with nothing in any of the Product Categorization fields so the tickets are being auto assigned to a different group. The Sort Order does play a factor in auto assigning, but if I lower the value then this group starts receiving tickets for other groups. If a ticket gets created with all the Product Categorization fields set to null then they are auto assigned to our help desk for evaluation. I was thinking that by setting the Tier 1 level this one group uses then they would get all those tickets auto assigned; but it's not happening. I guess my real question is, what is the order used by Auto Assign when assigning tickets based on records in the Configure Assignment form? Thanks for your time, Larry B. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. 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