Hi Nathan, I ran into the same issue. BTW, this situation you are describing is also present in ITSM 7.6.4.
Fortunately, the fix for this is simple. With the user tool, open form SYS:Status Transition Rules, and do the following query: 'Reference Form' = "PBM:Problem Investigation" You will see all the valid status transitions per role. So what you got to do, is manually create additional status transition entries for the "Application Manager" role. As you can see, there are many more status transition rules for the "Application Assignee" role than the "Application Manager" role. In our case, I created the missing status transition entries, so that "Application Manager" has the same status transitions as the "Application Assignee" We already did this in ITSM 7.5.1, and tested this and found no issues. This fix should work well in ITSM 7.6.0, 7.6.3 and 7.6.4. FYI, I had very long and quite frankly heated conversations with BMC Support on this, because I wanted to categorize this as a defect; Initially, BMC support did not want to categorize this as a defect, but in the end they did. I believe I also submitted an RFE. Generally speaking, I feel the problem module has not been UA tested enough by BMC to uncover this kind if silliness and inconsistencies. Hope this helps Guillaume ________________________________ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Nathan Aker [nathan_a...@mcafee.com] Sent: Thursday, June 02, 2011 11:53 AM To: arslist@ARSLIST.ORG Subject: Process Question - Problem Assignee vs Assigned Group ** I've got kind of a theoretical/process oriented question regarding the problem management process as implemented in the Remedy Problem Mgt module. In the tool, workflow enforces that an assignee (or assigned group member) cannot update the PBI until it is moved to an "Under Investigation" status. However, the Problem Coordinator cannot simply assign to a group and move to "Under Investigation"... the coordinator is forced to assign an individual (or let the assignment engine do it). This workflow basically prevents a "queue" mentality where items are assigned to the group and picked up by available group members or assigned out by a queue manager. Our issue is the Problem Coordinator does not have intimate knowledge of the support groups availability/skill sets so is forced to contact the group manager or a SME to find out the appropriate assignee which introduces a lot of additional manual communication efforts that would be alleviated if he could simply assign to the Support Group and let them manage it from there and pick their own assignee. Anyone encountered this and what did you come up with in terms of a process/workaround? Thanks. Nathan Nathan Aker ITSM Solution Architect McAfee, Inc. 5000 Headquarters Drive Plano, TX 75024 Direct: 972.963.7611 Mobile: 469.644.7402 Web:www.mcafee.com<http://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com> [cid:image001.jpg@01CC2113.55233E10] The information contained in this email message may be privileged, confidential and protected from disclosure. If you are not the intended recipient, any review, dissemination, distribution or copying is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete the message and any attachments. _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"
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