We are still testing custom filters here; my favorite so far, from our
administrative desktop support group:
('Assigned Support Organization' = "Admin Controller's Office" OR 'Assigned
Support Organization' = "Admin International Studies and Pgms" OR 'Assigned
Support Organization' = "Admin Network Support" OR 'Assigned Support
Organization' = "Admin University Registrar" OR 'Assigned Support Organization'
= "Admin University Union" OR 'Assigned Support Organization' = "Enrollment
Management Support" OR 'Assigned Group' = "ABN Security") AND ( 'Status' =
"Assigned" OR 'Status' = "In Progress" OR 'Status' = "Pending")
Dead goats everywhere!
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Tuesday, August 09, 2011 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console 7.6.04
Yes we received the same complaint from our users(mainly call center
agents), when we went live a month ago.
Basically users are unable to differentiate the concept that
assignment and ownership are two different things.
Only process owners understand that, but the regular call center
agents do not bother to know about it.
All they say is I assigned the tkt to another group and it is still
showing up in my console, and they keep clicking on that ticket to try
to reassign.
BMC did provide some config options to filter by Assignment group Vs
Owner Group,but that works only for Overview console not for Incident
console.
We end up customizing the Incident Console to show only tickets
assigned to them, not owned by them.
Of course now they lost the visibility of the tickets that are owned
by them hence lost the visibility to total control of ownership.
Anyway Ticket Owner ship is very loosely used here and not many people
bothered to care about it in my organization.
On Aug 8, 12:17 pm, strauss <stra...@unt.edu> wrote:
> We have only had ITSM 7.6.04 in production for a few hours, and the universal
> assessment from our users has been unanimous; the new Incident Console
> (insert appropriate string of expletives here). The fact that it is now
> impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is
> a HUGE step backwards. We opened an issue with BMC during testing, but you
> can imagine where that will go.
>
> We already knew that this would happen from our test users' reactions, but it
> is really baffling the folks who skipped testing. Someone from our desktop
> support (which is on a different campus) showed up at the helpdesk this
> morning, thinking that they needed to work on an Incident that was in fact
> only Owned by them; it was Assigned to the helpdesk and they were working it.
>
> The helpdesk is the most heavily impacted, since they are the Owner Group for
> ALL students (~37,000 of them) and ANY Incident opened on behalf of a
> student, by any support group, and assigned to any support group (like the
> Library helpdesk), shows up in their console intermingled with the Incidents
> that are actually assigned to them. It's more like they are overwhelming the
> incidents that are actually assigned to them, by 10 or more to one (it is
> currently 5 assigned versus 59 owned). Just wait until the semester starts!!
>
> I did unhide the Assigned Group And Owner Group columns in the console before
> we went live, which helps a little because you can sort them, but it is still
> a mess. The helpdesk manager spent several days during testing trying every
> possible filter available in the console, to no avail. I guess I will be
> restoring the 7.0 Role selection function and it's workflow to the 7.6.04
> system sometime soon; very soon.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Centerhttp://itsm.unt.edu/
>
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