Hi,
Its not the assignment engine. That only assigns within a group to the actual person. Depending on the version of ITSM, you open the Application Administration Console > Custom tab > Foundation > Configure Assignments There you will see a menu at the top. Select Incident Owner, then on the right you select the group, and in this case you select the service desk group. Then below, you select the customer company details of who is raising the incident. Regards Danny From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: 25 April 2011 18:26 To: arslist@ARSLIST.ORG Subject: Re: Incident Owner ** Hmmm...we are currently using an all manual process for assignment - the Assignment engine isn't configured at all. Perhaps that's part of the problem. Rick On Mon, Apr 25, 2011 at 10:19 AM, Danny Kellett <danny.kell...@strategicworkflow.com> wrote: ** This is part of the assignment rules and is data driven. In my experience, I set this to the service desk group. Kind regards Danny From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: 25 April 2011 18:17 To: arslist@ARSLIST.ORG Subject: Incident Owner ** I am seeing something I am not sure I believe. In IM 7.5, the Incident Owner fields appear to be pre-populating with the information from the initial Assignee. According to ITIL, this should be the Submitter at the Service Desk (assuming that isn't the End User). Am I missing something? Rick _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
