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"_
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> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
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>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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