Re: Define a new "Assignment Method".
I think a simple solution is to have a default value of $USER$ to the Assignee field. What this will do is assign the user as soon as the ticket is created. When the assignment engine is called, it will over-write to the correct assignee if it finds one. If it does not the value will continue to be set to $USER$. Regards, Adhwari -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it Sent: 09 July 2013 19:42 To: arslist@ARSLIST.ORG Subject: R: Re: Define a new "Assignment Method". Hi Adhwari, Thank you so much... i agree with you !!! "that is the question!" ...my customer asked me to develop an automatic system that, if Assignee (in the Assigment tab) is NULL, we must push the user that in that moment are saving the ticket ! (user has the ticket ownership). if I'll be able to develop a "Assignment Method" I'll use it in"Assignment Rule" task (as you say) ! do you think that I'm crazy ? :) however, In conclusion, do you think is more appropriate to develop an AL that start when you save the ticket, bypassing "Assignment Rule" task? ;) Thank you so much for the active collaboration Peter. >Messaggio originale >Da: adhwari_kulka...@bmc.com >Data: 9-lug-2013 15.33 >A: >Ogg: Re: Define a new "Assignment Method". > >Hi Pietro, >The three methods that you have described are the algorithms the >assignment engine uses to choose an assignee. >An assignment method (rule) is the one that has a qualification which >will fetch a set of assignees from a given table(assignee Table). The assignment engine uses one of the above mentioned algorithms to choose one assignee from the set. > >To solve your problem you need to write, 1. A rule that will describe >your criteria. You will write the qualification here that tells your business need. Herein you will choose the algorithm (RR or capacity or number). >2. A new assignment process wherein the Request form would be HPD:Help_Desk. > >I hope this will help you. > >Regards, >Adhwari Kulkarni > > >-Original Message- >From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST. ORG] On Behalf Of team.rem...@libero.it >Sent: 09 July 2013 18:16 >To: arslist@ARSLIST.ORG >Subject: R: Re: Define a new "Assignment Method". > >Hi Ryan, >Thank you for your reply. > >I try to explain... > >I'd like to activate the method on the HPD:Help_Desk form , in the >selection of the support group's Assignee. >Now the system does not select automatically an Assignee, and we >thought to automatize the selection of Assignee at the some time of Ticket save. > >I hope I was sufficient clear , if you need more info please ask. >Thanks in advance. >Pietro > >>Messaggio originale >>Da: ryan_down...@bmc.com >>Data: 9-lug-2013 14.18 >>A: >>Ogg: Re: Define a new "Assignment Method". >> >>Hi Team Remedy, >> >>There is always a way :) >> >>In order to do what you are speaking ofTry using the following >documentation link as a guide to adding your own assignment process and associated rules: >> >>https://docs.bmc. >com/docs/display/public/ars8000/Integrating+the+BMC+Remedy+Assignment+E >ngine+into+an+application >> >>Hope this helps :) >> >>Regards, >>Ryan. >> >> >>-Original Message- >>From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST. >ORG] On Behalf Of Team Remedy >>Sent: Tuesday, July 09, 2013 6:21 AM >>To: arslist@ARSLIST.ORG >>Subject: Define a new "Assignment Method". >> >>Hi all, >>do you think that it's possible to define a new kind of "Assignment Method"? >> >>Now, there are three methods which are used by assignment engine for >>auto >individual assignment >>Round Robin >>Capacity based >>Number Based >>I would like to create a customized method, in order to use it in >>"Assignment >Rule" task. >>thanks in advance. >>Pietro >> >>My instance : >>Ar Server 7.1.00 Patch 011 201007230200 Mit Tier Version 7.6.04 SP4 >>201209051922 Service Desk 7.0 >> > >>__ >>_ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>"Where the Answers Are, and have been for 20 years" >> > >>__ >>_ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>"Where the
Re: Define a new "Assignment Method".
How about just setting the default value of the assignee field to $USER$? Otherwise, if the user places something in the assignee field before they save it will always be NULL. The problem I see with this is that the AE will not trigger if the value is not NULL on save. Is your client actually using AE or just Assignment Configuration to get the ticket to the correct group? Seems like you need to have a well-defined process on how tickets can and will be created before running this road. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it Sent: Tuesday, July 09, 2013 9:12 AM To: arslist@ARSLIST.ORG Subject: R: Re: Define a new "Assignment Method". Hi Adhwari, Thank you so much... i agree with you !!! "that is the question!" ...my customer asked me to develop an automatic system that, if Assignee (in the Assigment tab) is NULL, we must push the user that in that moment are saving the ticket ! (user has the ticket ownership). if I'll be able to develop a "Assignment Method" I'll use it in"Assignment Rule" task (as you say) ! do you think that I'm crazy ? :) however, In conclusion, do you think is more appropriate to develop an AL that start when you save the ticket, bypassing "Assignment Rule" task? ;) Thank you so much for the active collaboration Peter. >Messaggio originale >Da: adhwari_kulka...@bmc.com >Data: 9-lug-2013 15.33 >A: >Ogg: Re: Define a new "Assignment Method". > >Hi Pietro, >The three methods that you have described are the algorithms the >assignment engine uses to choose an assignee. >An assignment method (rule) is the one that has a qualification which >will fetch a set of assignees from a given table(assignee Table). The assignment engine uses one of the above mentioned algorithms to choose one assignee from the set. > >To solve your problem you need to write, 1. A rule that will describe >your criteria. You will write the qualification here that tells your business need. Herein you will choose the algorithm (RR or capacity or number). >2. A new assignment process wherein the Request form would be HPD:Help_Desk. > >I hope this will help you. > >Regards, >Adhwari Kulkarni > > >-Original Message- >From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST. ORG] On Behalf Of team.rem...@libero.it >Sent: 09 July 2013 18:16 >To: arslist@ARSLIST.ORG >Subject: R: Re: Define a new "Assignment Method". > >Hi Ryan, >Thank you for your reply. > >I try to explain... > >I'd like to activate the method on the HPD:Help_Desk form , in the >selection of the support group's Assignee. >Now the system does not select automatically an Assignee, and we >thought to automatize the selection of Assignee at the some time of Ticket save. > >I hope I was sufficient clear , if you need more info please ask. >Thanks in advance. >Pietro > >>Messaggio originale >>Da: ryan_down...@bmc.com >>Data: 9-lug-2013 14.18 >>A: >>Ogg: Re: Define a new "Assignment Method". >> >>Hi Team Remedy, >> >>There is always a way :) >> >>In order to do what you are speaking ofTry using the following >documentation link as a guide to adding your own assignment process and associated rules: >> >>https://docs.bmc. >com/docs/display/public/ars8000/Integrating+the+BMC+Remedy+Assignment+E >ngine+into+an+application >> >>Hope this helps :) >> >>Regards, >>Ryan. >> >> >>-Original Message- >>From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST. >ORG] On Behalf Of Team Remedy >>Sent: Tuesday, July 09, 2013 6:21 AM >>To: arslist@ARSLIST.ORG >>Subject: Define a new "Assignment Method". >> >>Hi all, >>do you think that it's possible to define a new kind of "Assignment Method"? >> >>Now, there are three methods which are used by assignment engine for >>auto >individual assignment >>Round Robin >>Capacity based >>Number Based >>I would like to create a customized method, in order to use it in >>"Assignment >Rule" task. >>thanks in advance. >>Pietro >> >>My instance : >>Ar Server 7.1.00 Patch 011 201007230200 Mit Tier Version 7.6.04 SP4 >>201209051922 Service Desk 7.0 >> > >>__ >>_ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>"Where the Answers Are, and have been for 20 years" >> > >>
R: Re: Define a new "Assignment Method".
Hi Adhwari, Thank you so much... i agree with you !!! "that is the question!" ...my customer asked me to develop an automatic system that, if Assignee (in the Assigment tab) is NULL, we must push the user that in that moment are saving the ticket ! (user has the ticket ownership). if I'll be able to develop a "Assignment Method" I'll use it in"Assignment Rule" task (as you say) ! do you think that I'm crazy ? :) however, In conclusion, do you think is more appropriate to develop an AL that start when you save the ticket, bypassing "Assignment Rule" task? ;) Thank you so much for the active collaboration Peter. >Messaggio originale >Da: adhwari_kulka...@bmc.com >Data: 9-lug-2013 15.33 >A: >Ogg: Re: Define a new "Assignment Method". > >Hi Pietro, >The three methods that you have described are the algorithms the assignment engine uses to choose an assignee. >An assignment method (rule) is the one that has a qualification which will fetch a set of assignees from a given table(assignee Table). The assignment engine uses one of the above mentioned algorithms to choose one assignee from the set. > >To solve your problem you need to write, >1. A rule that will describe your criteria. You will write the qualification here that tells your business need. Herein you will choose the algorithm (RR or capacity or number). >2. A new assignment process wherein the Request form would be HPD:Help_Desk. > >I hope this will help you. > >Regards, >Adhwari Kulkarni > > >-Original Message- >From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST. ORG] On Behalf Of team.rem...@libero.it >Sent: 09 July 2013 18:16 >To: arslist@ARSLIST.ORG >Subject: R: Re: Define a new "Assignment Method". > >Hi Ryan, >Thank you for your reply. > >I try to explain... > >I'd like to activate the method on the HPD:Help_Desk form , in the selection of the support group's Assignee. >Now the system does not select automatically an Assignee, and we thought to automatize the selection of Assignee at the some time of Ticket save. > >I hope I was sufficient clear , if you need more info please ask. >Thanks in advance. >Pietro > >>Messaggio originale >>Da: ryan_down...@bmc.com >>Data: 9-lug-2013 14.18 >>A: >>Ogg: Re: Define a new "Assignment Method". >> >>Hi Team Remedy, >> >>There is always a way :) >> >>In order to do what you are speaking ofTry using the following >documentation link as a guide to adding your own assignment process and associated rules: >> >>https://docs.bmc. >com/docs/display/public/ars8000/Integrating+the+BMC+Remedy+Assignment+Engine+into+an+application >> >>Hope this helps :) >> >>Regards, >>Ryan. >> >> >>-Original Message- >>From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST. >ORG] On Behalf Of Team Remedy >>Sent: Tuesday, July 09, 2013 6:21 AM >>To: arslist@ARSLIST.ORG >>Subject: Define a new "Assignment Method". >> >>Hi all, >>do you think that it's possible to define a new kind of "Assignment Method"? >> >>Now, there are three methods which are used by assignment engine for >>auto >individual assignment >>Round Robin >>Capacity based >>Number Based >>I would like to create a customized method, in order to use it in >>"Assignment >Rule" task. >>thanks in advance. >>Pietro >> >>My instance : >>Ar Server 7.1.00 Patch 011 201007230200 Mit Tier Version 7.6.04 SP4 >>201209051922 Service Desk 7.0 >> > >>___ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>"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" >> > >___ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "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" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Define a new "Assignment Method".
Hi Pietro, The three methods that you have described are the algorithms the assignment engine uses to choose an assignee. An assignment method (rule) is the one that has a qualification which will fetch a set of assignees from a given table(assignee Table). The assignment engine uses one of the above mentioned algorithms to choose one assignee from the set. To solve your problem you need to write, 1. A rule that will describe your criteria. You will write the qualification here that tells your business need. Herein you will choose the algorithm (RR or capacity or number). 2. A new assignment process wherein the Request form would be HPD:Help_Desk. I hope this will help you. Regards, Adhwari Kulkarni -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it Sent: 09 July 2013 18:16 To: arslist@ARSLIST.ORG Subject: R: Re: Define a new "Assignment Method". Hi Ryan, Thank you for your reply. I try to explain... I'd like to activate the method on the HPD:Help_Desk form , in the selection of the support group's Assignee. Now the system does not select automatically an Assignee, and we thought to automatize the selection of Assignee at the some time of Ticket save. I hope I was sufficient clear , if you need more info please ask. Thanks in advance. Pietro >Messaggio originale >Da: ryan_down...@bmc.com >Data: 9-lug-2013 14.18 >A: >Ogg: Re: Define a new "Assignment Method". > >Hi Team Remedy, > >There is always a way :) > >In order to do what you are speaking ofTry using the following documentation link as a guide to adding your own assignment process and associated rules: > >https://docs.bmc. com/docs/display/public/ars8000/Integrating+the+BMC+Remedy+Assignment+Engine+into+an+application > >Hope this helps :) > >Regards, >Ryan. > > >-Original Message- >From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST. ORG] On Behalf Of Team Remedy >Sent: Tuesday, July 09, 2013 6:21 AM >To: arslist@ARSLIST.ORG >Subject: Define a new "Assignment Method". > >Hi all, >do you think that it's possible to define a new kind of "Assignment Method"? > >Now, there are three methods which are used by assignment engine for >auto individual assignment >Round Robin >Capacity based >Number Based >I would like to create a customized method, in order to use it in >"Assignment Rule" task. >thanks in advance. >Pietro > >My instance : >Ar Server 7.1.00 Patch 011 201007230200 Mit Tier Version 7.6.04 SP4 >201209051922 Service Desk 7.0 > >___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >"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" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "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"
R: Re: Define a new "Assignment Method".
Hi Ryan, Thank you for your reply. I try to explain... I'd like to activate the method on the HPD:Help_Desk form , in the selection of the support group's Assignee. Now the system does not select automatically an Assignee, and we thought to automatize the selection of Assignee at the some time of Ticket save. I hope I was sufficient clear , if you need more info please ask. Thanks in advance. Pietro >Messaggio originale >Da: ryan_down...@bmc.com >Data: 9-lug-2013 14.18 >A: >Ogg: Re: Define a new "Assignment Method". > >Hi Team Remedy, > >There is always a way :) > >In order to do what you are speaking ofTry using the following documentation link as a guide to adding your own assignment process and associated rules: > >https://docs.bmc. com/docs/display/public/ars8000/Integrating+the+BMC+Remedy+Assignment+Engine+into+an+application > >Hope this helps :) > >Regards, >Ryan. > > >-Original Message- >From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST. ORG] On Behalf Of Team Remedy >Sent: Tuesday, July 09, 2013 6:21 AM >To: arslist@ARSLIST.ORG >Subject: Define a new "Assignment Method". > >Hi all, >do you think that it's possible to define a new kind of "Assignment Method"? > >Now, there are three methods which are used by assignment engine for auto individual assignment >Round Robin >Capacity based >Number Based >I would like to create a customized method, in order to use it in "Assignment Rule" task. >thanks in advance. >Pietro > >My instance : >Ar Server 7.1.00 Patch 011 201007230200 >Mit Tier Version 7.6.04 SP4 201209051922 >Service Desk 7.0 > >___ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >"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" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Define a new "Assignment Method".
Hi Team Remedy, There is always a way :) In order to do what you are speaking ofTry using the following documentation link as a guide to adding your own assignment process and associated rules: https://docs.bmc.com/docs/display/public/ars8000/Integrating+the+BMC+Remedy+Assignment+Engine+into+an+application Hope this helps :) Regards, Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Team Remedy Sent: Tuesday, July 09, 2013 6:21 AM To: arslist@ARSLIST.ORG Subject: Define a new "Assignment Method". Hi all, do you think that it's possible to define a new kind of "Assignment Method"? Now, there are three methods which are used by assignment engine for auto individual assignment Round Robin Capacity based Number Based I would like to create a customized method, in order to use it in "Assignment Rule" task. thanks in advance. Pietro My instance : Ar Server 7.1.00 Patch 011 201007230200 Mit Tier Version 7.6.04 SP4 201209051922 Service Desk 7.0 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "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"
Define a new "Assignment Method".
Hi all, do you think that it's possible to define a new kind of "Assignment Method"? Now, there are three methods which are used by assignment engine for auto individual assignment Round Robin Capacity based Number Based I would like to create a customized method, in order to use it in "Assignment Rule" task. thanks in advance. Pietro My instance : Ar Server 7.1.00 Patch 011 201007230200 Mit Tier Version 7.6.04 SP4 201209051922 Service Desk 7.0 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
