Yeah, we're going to keep it high level - one record for each ESD, and company specific, so that we don't have to change them later if we add more companies.
Rick On Mon, Apr 25, 2011 at 10:50 AM, Danny Kellett < danny.kell...@strategicworkflow.com> wrote: > ** > > No problem, glad to help. > > > > I see recommendations of creating –Global- records. This is ok for “some” > companies. If you are providing support for multiple companies or depending > on the nature of your business, I would think about keeping it separate. > This especially goes for companies such as CSC, Capgemini, Logica etc etc > > > > Kind regards > > Danny > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook > *Sent:* 25 April 2011 18:42 > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Incident Owner > > > > ** Thanks, Danny, that's what I was missing! > > > Appreciate the help, all! > > Rick > > On Mon, Apr 25, 2011 at 10:28 AM, Danny Kellett < > danny.kell...@strategicworkflow.com> wrote: > > ** > > 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"_ > > _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"
