Configuring Work Order Routing/Assignment Based off of people record
Hello, I feel like this is possible, but I am missing it somewhere. Is it possible to configure a work order driven from an SRD to go to a specific support group, based off the requestors company/organization? I want to create one SRD but based on where the person works, determines which support group will receive the work order. Thank you for your guidance. Thank you, Heather Hutcheson General Atomics | Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.commailto:heather.hutche...@ga.com PH: (858) 455-3366 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Configuring Work Order Routing/Assignment Based off of people record
U can do it based on the Site/Location of where the user is from... RB On Wed, Jun 5, 2013 at 12:28 AM, Hutcheson, Heather heather.hutche...@ga.com wrote: ** Hello, ** ** I feel like this is possible, but I am missing it somewhere. Is it possible to configure a work order driven from an SRD to go to a specific support group, based off the requestors company/organization? I want to create one SRD but based on where the person works, determines which support group will receive the work order. ** ** Thank you for your guidance. ** ** Thank you, *Heather Hutcheson* General Atomics *|* Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.com PH: (858) 455-3366 ** ** _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Configuring Work Order Routing/Assignment Based off of people record
Unfortunately this type of functionality doesn't appear to exist within ITSM. What I'm doing for this exact situation is converting my SRDs to leverage Advanced Interface Forms, which leverages a lookup form that basically has assignment mappings for the companies, and pulls that assignment group information into the AIF based on the Company field. I set up the assignment fields to be visible to set up in my AOTs for Incident (I will be working on Change Management next.) I probably could have enhanced the Assignment Engine to make routing by Company only work, but I figured it was safer to not try customizing something that will likely be broken whenever I apply a patch. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hutcheson, Heather Sent: Tuesday, June 04, 2013 1:58 PM To: arslist@ARSLIST.ORG Subject: Configuring Work Order Routing/Assignment Based off of people record ** Hello, I feel like this is possible, but I am missing it somewhere. Is it possible to configure a work order driven from an SRD to go to a specific support group, based off the requestors company/organization? I want to create one SRD but based on where the person works, determines which support group will receive the work order. Thank you for your guidance. Thank you, Heather Hutcheson General Atomics | Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.commailto:heather.hutche...@ga.com PH: (858) 455-3366 _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Configuring Work Order Routing/Assignment Based off of people record
Heather, There's a few ways to approach this. One thing I've done is to provide drop down menus that query the people form with the following qual: 'Remedy Login ID' = $/USER$ and then have them validate their location info. You can then use those answers to map to the Work Order being created. You can then go into the CFG:Assignment form and create assignment rules for each location to the appropriate support group and select Work Order as the module which uses those routes. Does that make sense? On Tue, Jun 4, 2013 at 2:58 PM, Hutcheson, Heather heather.hutche...@ga.com wrote: ** Hello, ** ** I feel like this is possible, but I am missing it somewhere. Is it possible to configure a work order driven from an SRD to go to a specific support group, based off the requestors company/organization? I want to create one SRD but based on where the person works, determines which support group will receive the work order. ** ** Thank you for your guidance. ** ** Thank you, *Heather Hutcheson* General Atomics *|* Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.com PH: (858) 455-3366 ** ** _ARSlist: Where the Answers Are and have been for 20 years_ -- *Tauf Chowdhury * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Configuring Work Order Routing/Assignment Based off of people record
Heather, On the CFG:Assignment form, there is a Routing Order for Organization (order #1) (use along with the appropriate Event type at the top of the form), which seems to fit your needs exactly. Hope that helps, Thad On Tue, Jun 4, 2013 at 11:58 AM, Hutcheson, Heather heather.hutche...@ga.com wrote: ** Hello, ** ** I feel like this is possible, but I am missing it somewhere. Is it possible to configure a work order driven from an SRD to go to a specific support group, based off the requestors company/organization? I want to create one SRD but based on where the person works, determines which support group will receive the work order. ** ** Thank you for your guidance. ** ** Thank you, *Heather Hutcheson* General Atomics *|* Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.com PH: (858) 455-3366 ** ** _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Configuring Work Order Routing/Assignment Based off of people record
Thank you. By using CFG:Assignment, will this override all of my other SRD -- Work Order/Incident assignments? Currently, we are just using Work Order Templates for assignment and routing. Thank you, Heather Hutcheson From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser Sent: Tuesday, June 04, 2013 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Configuring Work Order Routing/Assignment Based off of people record ** Heather, On the CFG:Assignment form, there is a Routing Order for Organization (order #1) (use along with the appropriate Event type at the top of the form), which seems to fit your needs exactly. Hope that helps, Thad On Tue, Jun 4, 2013 at 11:58 AM, Hutcheson, Heather heather.hutche...@ga.commailto:heather.hutche...@ga.com wrote: ** Hello, I feel like this is possible, but I am missing it somewhere. Is it possible to configure a work order driven from an SRD to go to a specific support group, based off the requestors company/organization? I want to create one SRD but based on where the person works, determines which support group will receive the work order. Thank you for your guidance. Thank you, Heather Hutcheson General Atomics | Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.commailto:heather.hutche...@ga.com PH: (858) 455-3366tel:%28858%29%20455-3366 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Configuring Work Order Routing/Assignment Based off of people record
I don't think it will. The workflow that does the look-up from the CFG:Assignment form only fires if there isn't already an assigned group. So, if you are setting the group on your templates, the work order will already have a value and no look-up would occur. Of course, test to be sure. Oh, and I'd imagine its the same for previous versions, but just in case - I'm looking at 8.1 workflow. Thad On Tue, Jun 4, 2013 at 1:28 PM, Hutcheson, Heather heather.hutche...@ga.com wrote: ** Thank you. By using CFG:Assignment, will this override all of my other SRD à Work Order/Incident assignments? Currently, we are just using Work Order Templates for assignment and routing. ** ** Thank you, Heather Hutcheson ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Thad Esser *Sent:* Tuesday, June 04, 2013 12:52 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Configuring Work Order Routing/Assignment Based off of people record ** ** ** Heather, ** ** On the CFG:Assignment form, there is a Routing Order for Organization (order #1) (use along with the appropriate Event type at the top of the form), which seems to fit your needs exactly. ** ** Hope that helps, Thad ** ** On Tue, Jun 4, 2013 at 11:58 AM, Hutcheson, Heather heather.hutche...@ga.com wrote: ** Hello, I feel like this is possible, but I am missing it somewhere. Is it possible to configure a work order driven from an SRD to go to a specific support group, based off the requestors company/organization? I want to create one SRD but based on where the person works, determines which support group will receive the work order. Thank you for your guidance. Thank you, *Heather Hutcheson* General Atomics *|* Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.com PH: (858) 455-3366 _ARSlist: Where the Answers Are and have been for 20 years_ ** ** _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
