Re: Issues w/round robin assignments not working
Hi, First check apsvcae.sh is running or not. For New Support Group, cross check whether you have configured the Support Group properly. (In CTM:Support Group Association form check whether Assignment Availability is set to Yes). In CTM:People Form check the Following configurations: a) Profile Status = Enabled b) Assignment Availability = Yes You can cross check all above configurations from the Join form named CTM:Ppl Search-SupportGrpAssoc because, Assignment Engine looks into this form for individual assignment. For trouble shooting purpose you can configure following parameters in ar.cfg file. (For windows server) AE-Log: ON AE-Log-File: /tmp/log.txt AE-Trace: ON AE-Trace-File: /tmp/log.txt -- Regards, ITSM Support Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: i...@vyomlabs.com || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rose Mancinelli Sent: Thursday, July 12, 2012 7:37 PM To: arslist@ARSLIST.ORG Subject: Issues w/round robin assignments not working Server 7.0.01 patch 003 SunOS 5.10 Oracle 10.2.0.2.0 - 64bi We're having issues with round robin/auto assignment for indivuduals in groups that are specified in the Support Group form to have auto assignment turned on. Auto assignment/round robin has stopped assigning individuals for the groups specified. When I restart ARS, it starts assigning individuals again. When I add a new group to be set up for auto-assignment, it never works for them. Only previously configured groups work. Does anyone have any advice on the assignment engine configurations? I'm not sure why this has stopped working properly. We don't have Remedy support and they rely heavily on this round robin feature. Thanks in advance. Rose ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Issues w/round robin assignments not working
Thanks I'll review this. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ITSM.Support Sent: Friday, July 13, 2012 11:46 AM To: arslist@ARSLIST.ORG Subject: Re: Issues w/round robin assignments not working Hi, First check apsvcae.sh is running or not. For New Support Group, cross check whether you have configured the Support Group properly. (In CTM:Support Group Association form check whether Assignment Availability is set to Yes). In CTM:People Form check the Following configurations: a) Profile Status = Enabled b) Assignment Availability = Yes You can cross check all above configurations from the Join form named CTM:Ppl Search-SupportGrpAssoc because, Assignment Engine looks into this form for individual assignment. For trouble shooting purpose you can configure following parameters in ar.cfg file. (For windows server) AE-Log: ON AE-Log-File: /tmp/log.txt AE-Trace: ON AE-Trace-File: /tmp/log.txt -- Regards, ITSM Support Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: i...@vyomlabs.com || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rose Mancinelli Sent: Thursday, July 12, 2012 7:37 PM To: arslist@ARSLIST.ORG Subject: Issues w/round robin assignments not working Server 7.0.01 patch 003 SunOS 5.10 Oracle 10.2.0.2.0 - 64bi We're having issues with round robin/auto assignment for indivuduals in groups that are specified in the Support Group form to have auto assignment turned on. Auto assignment/round robin has stopped assigning individuals for the groups specified. When I restart ARS, it starts assigning individuals again. When I add a new group to be set up for auto-assignment, it never works for them. Only previously configured groups work. Does anyone have any advice on the assignment engine configurations? I'm not sure why this has stopped working properly. We don't have Remedy support and they rely heavily on this round robin feature. Thanks in advance. Rose ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Issues w/round robin assignments not working
Server 7.0.01 patch 003 SunOS 5.10 Oracle 10.2.0.2.0 - 64bi We're having issues with round robin/auto assignment for indivuduals in groups that are specified in the Support Group form to have auto assignment turned on. Auto assignment/round robin has stopped assigning individuals for the groups specified. When I restart ARS, it starts assigning individuals again. When I add a new group to be set up for auto-assignment, it never works for them. Only previously configured groups work. Does anyone have any advice on the assignment engine configurations? I'm not sure why this has stopped working properly. We don't have Remedy support and they rely heavily on this round robin feature. Thanks in advance. Rose ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
