subject:"Re\: ITSM individual assignment process by assigned group rather than by company\?"

Re: ITSM individual assignment process by assigned group rather than by company?

2009-03-04 Thread Muhlethaler, Laurie

OK.  This does sound straight-forward enough.  I'll give it a whirl.
Doug - thank you so much -- if I get stuck, I may just contact you, if
you don't mind.  

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

On Wed, 4 Mar 2009 14:09:46 -0600, Doug Blair  wrote:

>Laurie,
>
>I think this is quite possible. We have some variations on the method
>of assignment here at Orbitz.
>
>First, the method of assignment (round robin, least recent, least
>loaded etc) is part of the rule, not part of the process. The process
>is made of a bunch of rules in a sorted order, and the first rule that
>produces an assignee is the one that is used.
>
>I elected not to disturb the out-of-the-box assignment definitions,
>and made a new one named Orbitz-Assignment-Custom.  This won't show up
>on the menus unless you enter it in CFG:AssignmentProcessMapping, but
>once you make one or more entries there the assignment process will be
>available on the rules configuration screen.  You don't have to make a
>new process - you can add your own rules to the existing processes if
>you want - but I don't think that's a Good Thing.
>
>For the next step, make sure you have a form or a join form that
>includes fields from People and support groups so you can find a
>person who is enabled in People, is a member of a support group, and
>has various roles in that group (Approver, CAB-Manager, etc). The
>roles part might not be necessary if you are just assigning
>implementers. CTM:Ppl Search-SupportGrpFuncR seems to have about all
>you'll need.  Note that there are two availability type fields in this
>- one for the people record and one for the team membership role.
>
>Next, I built rules which would work for individual teams.  These are
>things like
>
>$SupportGroup ID from request form$ = 'Support Group ID from
>assignment form' AND Profile Status = Enabled AND Assignment
>Availability = Yes and Assignment Availability 2 = Yes, plus whatever
>additional qualification you need to find the role you want,
>
>Give it a name and save the rule with the assignment method set to
>what you want - for example Round Robin.  Make three variations on
>this rule so you can use any of the methods for assignment.
>
>So far this looks like a normal OOB assignment rule.
>
>Prepend something like
>
>  $Assigned Group$ = "Service Desk" AND
>
>... to the qualification for the rule.  Now you have a rule which will
>work only for the service desk team in the Assigned group field on the
>request form, and they want to use Round Robin.
>
>take the Number variation of the rule, prepend something like
>
>$Assigned Group$ = "Network Team" AND
>
>and you have a new rule which will work only for the network team in
>assigned group, and uses a different load balancing method.
>
>Now go back to your process screen and create your new custom process,
>adding these two rules (and probably with some others too, to cover
>the cases where these two custom rules don't work).  Now you have a
>custom assignment process with special load balancing rules for two
>teams. There's no reason that you can't add other custom rules, or
>change the rule qualifications so that number or round robin will work
>for several different teams.
>
>THEN go back to your change or incident application rules screens and
>pick your custom processes as the assignment method for the different
>roles. It should take effect immediately.
>
>Laurie, I'm sorry if my explanation isn't concise - I'm between
>meetings and not at my desk - but I know you can do this and it's been
>a while since I brain-dumped!   Call/write/send pidgeon if you get
>stuck!
>
>Doug Blair
>
>
>
>
>On Mar 4, 2009, at 11:36 AM, Muhlethaler, Laurie wrote:
>
>> Anyone?
>>
>> Laurie Muhlethaler
>> First Republic Bank
>> Remedy Developer / Administrator
>> 415.364.4436
>>
>> -Original Message-
>> From: Muhlethaler, Laurie
>> Sent: Tuesday, March 03, 2009 1:23 PM
>> To: 'arsl...@listserv.rbugs.com'
>> Subject: RE: ITSM individual assignment process by assigned group
>> rather
>> than by company?
>>
>> Sorry to revisit but I had to sideline this issue for a while.  BMC
>> has
>> told me that without customization, I cannot route incidents at the
>> individual level for single-tenancy using different Assignment
>> Processes.  I would have to turn on the Assignment Engine Integration
>> and select ONE Assignment Process in the Configure Incident Rules
form
>> which all support groups would have to adhere to.  Yet some

Re: ITSM individual assignment process by assigned group rather than by company?

2009-03-04 Thread Doug Blair


Laurie,

I think this is quite possible. We have some variations on the method  
of assignment here at Orbitz.


First, the method of assignment (round robin, least recent, least  
loaded etc) is part of the rule, not part of the process. The process  
is made of a bunch of rules in a sorted order, and the first rule that  
produces an assignee is the one that is used.


I elected not to disturb the out-of-the-box assignment definitions,  
and made a new one named Orbitz-Assignment-Custom.  This won't show up  
on the menus unless you enter it in CFG:AssignmentProcessMapping, but  
once you make one or more entries there the assignment process will be  
available on the rules configuration screen.  You don't have to make a  
new process - you can add your own rules to the existing processes if  
you want - but I don't think that's a Good Thing.


For the next step, make sure you have a form or a join form that  
includes fields from People and support groups so you can find a  
person who is enabled in People, is a member of a support group, and  
has various roles in that group (Approver, CAB-Manager, etc). The  
roles part might not be necessary if you are just assigning  
implementers. CTM:Ppl Search-SupportGrpFuncR seems to have about all  
you'll need.  Note that there are two availability type fields in this  
- one for the people record and one for the team membership role.


Next, I built rules which would work for individual teams.  These are  
things like


$SupportGroup ID from request form$ = 'Support Group ID from  
assignment form' AND Profile Status = Enabled AND Assignment  
Availability = Yes and Assignment Availability 2 = Yes, plus whatever  
additional qualification you need to find the role you want,


Give it a name and save the rule with the assignment method set to  
what you want - for example Round Robin.  Make three variations on  
this rule so you can use any of the methods for assignment.


So far this looks like a normal OOB assignment rule.

Prepend something like

 $Assigned Group$ = "Service Desk" AND

... to the qualification for the rule.  Now you have a rule which will  
work only for the service desk team in the Assigned group field on the  
request form, and they want to use Round Robin.


take the Number variation of the rule, prepend something like

$Assigned Group$ = "Network Team" AND

and you have a new rule which will work only for the network team in  
assigned group, and uses a different load balancing method.


Now go back to your process screen and create your new custom process,  
adding these two rules (and probably with some others too, to cover  
the cases where these two custom rules don't work).  Now you have a  
custom assignment process with special load balancing rules for two  
teams. There's no reason that you can't add other custom rules, or  
change the rule qualifications so that number or round robin will work  
for several different teams.


THEN go back to your change or incident application rules screens and  
pick your custom processes as the assignment method for the different  
roles. It should take effect immediately.


Laurie, I'm sorry if my explanation isn't concise - I'm between  
meetings and not at my desk - but I know you can do this and it's been  
a while since I brain-dumped!   Call/write/send pidgeon if you get  
stuck!


Doug Blair




On Mar 4, 2009, at 11:36 AM, Muhlethaler, Laurie wrote:


Anyone?

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie
Sent: Tuesday, March 03, 2009 1:23 PM
To: 'arsl...@listserv.rbugs.com'
Subject: RE: ITSM individual assignment process by assigned group  
rather

than by company?

Sorry to revisit but I had to sideline this issue for a while.  BMC  
has

told me that without customization, I cannot route incidents at the
individual level for single-tenancy using different Assignment
Processes.  I would have to turn on the Assignment Engine Integration
and select ONE Assignment Process in the Configure Incident Rules form
which all support groups would have to adhere to.  Yet some groups  
want

to use Round Robin and others want to use Number.  Is that correct or
has someone else done this using the Assignment Engine Administration
console?  I find it hard to believe that this is such a unique
request

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie
Sent: Thursday, January 22, 2009 12:47 PM
To: arsl...@listserv.rbugs.com
Subject: RE: ITSM individual assignment process by assigned group  
rather

than by company?

EXACTLY what I was looking for (gave up after looking through some  
other


pdf's)!  Thank you for pointing me in the right direction, Greg!


On Thu, 22 Jan 2009 14:30:15 -0600, Greg Donalson
 wrot

Re: ITSM individual assignment process by assigned group rather than by company?

2009-03-04 Thread Lyle Taylor

I agree with you, however that does appear to be correct.  You select the 
assignment process to use on a per application (or per assignment type in some 
applications) rather than on a per group basis.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie
Sent: Wednesday, March 04, 2009 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM individual assignment process by assigned group rather than 
by company?

Anyone?

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie 
Sent: Tuesday, March 03, 2009 1:23 PM
To: 'arsl...@listserv.rbugs.com'
Subject: RE: ITSM individual assignment process by assigned group rather
than by company?

Sorry to revisit but I had to sideline this issue for a while.  BMC has
told me that without customization, I cannot route incidents at the
individual level for single-tenancy using different Assignment
Processes.  I would have to turn on the Assignment Engine Integration
and select ONE Assignment Process in the Configure Incident Rules form
which all support groups would have to adhere to.  Yet some groups want
to use Round Robin and others want to use Number.  Is that correct or
has someone else done this using the Assignment Engine Administration
console?  I find it hard to believe that this is such a unique
request

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie 
Sent: Thursday, January 22, 2009 12:47 PM
To: arsl...@listserv.rbugs.com
Subject: RE: ITSM individual assignment process by assigned group rather
than by company?

EXACTLY what I was looking for (gave up after looking through some other

pdf's)!  Thank you for pointing me in the right direction, Greg!


On Thu, 22 Jan 2009 14:30:15 -0600, Greg Donalson 
 wrote:

>Hi Laurie,
>
>In the User tool, if you search for the form "Assignment Engine
>Administration", this is where you can set it all up.  Also, the pdf,
>Configuration, is a good place to see how to set it up.
>
>Greg Donalson
>Schlumberger
>
>Desk - 713-513-2331
>Cell - 281-515-6538
>
>
>  _
>
>From: Action Request System discussion list(ARSList)
>[mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie
>Sent: Thursday, January 22, 2009 2:09 PM
>To: arslist@ARSLIST.ORG
>Subject: ITSM individual assignment process by assigned group rather
than 
by
>company?
>
>
>**
>
>Listers ~ my users have asked to have automated assignments enabled at
the
>individual level.  However, different assignment groups want different
>processes (some want number, others want round-robin).  We are
currently
>running single-tenancy, have automated assignments at the group level
and
>have the assignment engine integration option in the Configure Incident
>Rules form set to "No".
>
>Is there a way I can implement individual auto-assignment without heavy
>customization?
>
>Windows Server 2003
>
>SQL Server 2005
>
>7.1.00 Patch 002
>
>AR Server
>
>MidTier
>
>Admin
>
>Client
>
>Service Desk - 7.0.03 Patch 006
>
>Assignment Engine - 7.1.00
>
>Laurie Muhlethaler
>
>First Republic Bank
>
>Remedy Developer / Administrator
>
>415.364.4436
>
> [First Republic Bank logo] <http://logos.firstrepublic.com/FRB.jpg>
>  _
>
>The information transmitted is intended only for the person or entity
to
>which it is addressed and may contain confidential and/or privileged
>material. Any review, retransmission, dissemination or other use of, or
>taking of any action in reliance upon, this information by persons or
>entities other than the intended recipient is prohibited. If you
received
>this in error, please contact the sender and delete the material from
any
>computer. This message cannot be guaranteed to be secure or error-free.
>
>First Republic Bank and its related entities do not take responsibility

for,
>or accept time-sensitive instructions sent by email including orders,
funds
>transfer instructions or stop payments on checks. All instructions of
this
>nature must be handled by direct communication, not email.
>
>We reserve the right to monitor and review the content of all email
>communications sent or received. Emails sent to or from this address
may be
>stored in accordance with regulatory requirements.
>
>First Republic Bank is a Division of Merrill Lynch Bank & Trust Co.,
FSB
>__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
html___
>
>___


>UNSUBSCRIBE or access ARSlist Archives at www.arslist

Re: ITSM individual assignment process by assigned group rather than by company?

2009-03-04 Thread Muhlethaler, Laurie

Anyone?

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie 
Sent: Tuesday, March 03, 2009 1:23 PM
To: 'arsl...@listserv.rbugs.com'
Subject: RE: ITSM individual assignment process by assigned group rather
than by company?

Sorry to revisit but I had to sideline this issue for a while.  BMC has
told me that without customization, I cannot route incidents at the
individual level for single-tenancy using different Assignment
Processes.  I would have to turn on the Assignment Engine Integration
and select ONE Assignment Process in the Configure Incident Rules form
which all support groups would have to adhere to.  Yet some groups want
to use Round Robin and others want to use Number.  Is that correct or
has someone else done this using the Assignment Engine Administration
console?  I find it hard to believe that this is such a unique
request

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie 
Sent: Thursday, January 22, 2009 12:47 PM
To: arsl...@listserv.rbugs.com
Subject: RE: ITSM individual assignment process by assigned group rather
than by company?

EXACTLY what I was looking for (gave up after looking through some other

pdf's)!  Thank you for pointing me in the right direction, Greg!


On Thu, 22 Jan 2009 14:30:15 -0600, Greg Donalson 
 wrote:

>Hi Laurie,
>
>In the User tool, if you search for the form "Assignment Engine
>Administration", this is where you can set it all up.  Also, the pdf,
>Configuration, is a good place to see how to set it up.
>
>Greg Donalson
>Schlumberger
>
>Desk - 713-513-2331
>Cell - 281-515-6538
>
>
>  _
>
>From: Action Request System discussion list(ARSList)
>[mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie
>Sent: Thursday, January 22, 2009 2:09 PM
>To: arslist@ARSLIST.ORG
>Subject: ITSM individual assignment process by assigned group rather
than 
by
>company?
>
>
>**
>
>Listers ~ my users have asked to have automated assignments enabled at
the
>individual level.  However, different assignment groups want different
>processes (some want number, others want round-robin).  We are
currently
>running single-tenancy, have automated assignments at the group level
and
>have the assignment engine integration option in the Configure Incident
>Rules form set to "No".
>
>Is there a way I can implement individual auto-assignment without heavy
>customization?
>
>Windows Server 2003
>
>SQL Server 2005
>
>7.1.00 Patch 002
>
>AR Server
>
>MidTier
>
>Admin
>
>Client
>
>Service Desk - 7.0.03 Patch 006
>
>Assignment Engine - 7.1.00
>
>Laurie Muhlethaler
>
>First Republic Bank
>
>Remedy Developer / Administrator
>
>415.364.4436
>
> [First Republic Bank logo] <http://logos.firstrepublic.com/FRB.jpg>
>  _
>
>The information transmitted is intended only for the person or entity
to
>which it is addressed and may contain confidential and/or privileged
>material. Any review, retransmission, dissemination or other use of, or
>taking of any action in reliance upon, this information by persons or
>entities other than the intended recipient is prohibited. If you
received
>this in error, please contact the sender and delete the material from
any
>computer. This message cannot be guaranteed to be secure or error-free.
>
>First Republic Bank and its related entities do not take responsibility

for,
>or accept time-sensitive instructions sent by email including orders,
funds
>transfer instructions or stop payments on checks. All instructions of
this
>nature must be handled by direct communication, not email.
>
>We reserve the right to monitor and review the content of all email
>communications sent or received. Emails sent to or from this address
may be
>stored in accordance with regulatory requirements.
>
>First Republic Bank is a Division of Merrill Lynch Bank & Trust Co.,
FSB
>__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
html___
>
>___


>UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
>

--
The information transmitted is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material. Any 
review, retransmission, dissemination or other use of, or taking of any action 
in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited. If you receiv

Re: ITSM individual assignment process by assigned group rather than by company?

2009-03-03 Thread Muhlethaler, Laurie

Sorry to revisit but I had to sideline this issue for a while.  BMC has
told me that without customization, I cannot route incidents at the
individual level for single-tenancy using different Assignment
Processes.  I would have to turn on the Assignment Engine Integration
and select ONE Assignment Process in the Configure Incident Rules form
which all support groups would have to adhere to.  Yet some groups want
to use Round Robin and others want to use Number.  Is that correct or
has someone else done this using the Assignment Engine Administration
console?  I find it hard to believe that this is such a unique
request

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie 
Sent: Thursday, January 22, 2009 12:47 PM
To: arsl...@listserv.rbugs.com
Subject: RE: ITSM individual assignment process by assigned group rather
than by company?

EXACTLY what I was looking for (gave up after looking through some other

pdf's)!  Thank you for pointing me in the right direction, Greg!


On Thu, 22 Jan 2009 14:30:15 -0600, Greg Donalson 
 wrote:

>Hi Laurie,
>
>In the User tool, if you search for the form "Assignment Engine
>Administration", this is where you can set it all up.  Also, the pdf,
>Configuration, is a good place to see how to set it up.
>
>Greg Donalson
>Schlumberger
>
>Desk - 713-513-2331
>Cell - 281-515-6538
>
>
>  _
>
>From: Action Request System discussion list(ARSList)
>[mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie
>Sent: Thursday, January 22, 2009 2:09 PM
>To: arslist@ARSLIST.ORG
>Subject: ITSM individual assignment process by assigned group rather
than 
by
>company?
>
>
>**
>
>Listers ~ my users have asked to have automated assignments enabled at
the
>individual level.  However, different assignment groups want different
>processes (some want number, others want round-robin).  We are
currently
>running single-tenancy, have automated assignments at the group level
and
>have the assignment engine integration option in the Configure Incident
>Rules form set to "No".
>
>Is there a way I can implement individual auto-assignment without heavy
>customization?
>
>Windows Server 2003
>
>SQL Server 2005
>
>7.1.00 Patch 002
>
>AR Server
>
>MidTier
>
>Admin
>
>Client
>
>Service Desk - 7.0.03 Patch 006
>
>Assignment Engine - 7.1.00
>
>Laurie Muhlethaler
>
>First Republic Bank
>
>Remedy Developer / Administrator
>
>415.364.4436
>
> [First Republic Bank logo] <http://logos.firstrepublic.com/FRB.jpg>
>  _
>
>The information transmitted is intended only for the person or entity
to
>which it is addressed and may contain confidential and/or privileged
>material. Any review, retransmission, dissemination or other use of, or
>taking of any action in reliance upon, this information by persons or
>entities other than the intended recipient is prohibited. If you
received
>this in error, please contact the sender and delete the material from
any
>computer. This message cannot be guaranteed to be secure or error-free.
>
>First Republic Bank and its related entities do not take responsibility

for,
>or accept time-sensitive instructions sent by email including orders,
funds
>transfer instructions or stop payments on checks. All instructions of
this
>nature must be handled by direct communication, not email.
>
>We reserve the right to monitor and review the content of all email
>communications sent or received. Emails sent to or from this address
may be
>stored in accordance with regulatory requirements.
>
>First Republic Bank is a Division of Merrill Lynch Bank & Trust Co.,
FSB
>__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
html___
>
>___


>UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
>

--
The information transmitted is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material. Any 
review, retransmission, dissemination or other use of, or taking of any action 
in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited. If you received this in error, please contact 
the sender and delete the material from any computer. This message cannot be 
guaranteed to be secure or error-free.
 
First Republic Bank and its related entities do not take responsibility for, or 
accept time-sensitive instructions sent by email including orders, funds 
transfer inst

Re: ITSM individual assignment process by assigned group rather than by company?

2009-01-22 Thread Muhlethaler, Laurie

EXACTLY what I was looking for (gave up after looking through some other

pdf's)!  Thank you for pointing me in the right direction, Greg!


On Thu, 22 Jan 2009 14:30:15 -0600, Greg Donalson 
 wrote:

>Hi Laurie,
>
>In the User tool, if you search for the form "Assignment Engine
>Administration", this is where you can set it all up.  Also, the pdf,
>Configuration, is a good place to see how to set it up.
>
>Greg Donalson
>Schlumberger
>
>Desk - 713-513-2331
>Cell - 281-515-6538
>
>
>  _
>
>From: Action Request System discussion list(ARSList)
>[mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie
>Sent: Thursday, January 22, 2009 2:09 PM
>To: arslist@ARSLIST.ORG
>Subject: ITSM individual assignment process by assigned group rather
than 
by
>company?
>
>
>**
>
>Listers ~ my users have asked to have automated assignments enabled at
the
>individual level.  However, different assignment groups want different
>processes (some want number, others want round-robin).  We are
currently
>running single-tenancy, have automated assignments at the group level
and
>have the assignment engine integration option in the Configure Incident
>Rules form set to "No".
>
>Is there a way I can implement individual auto-assignment without heavy
>customization?
>
>Windows Server 2003
>
>SQL Server 2005
>
>7.1.00 Patch 002
>
>AR Server
>
>MidTier
>
>Admin
>
>Client
>
>Service Desk - 7.0.03 Patch 006
>
>Assignment Engine - 7.1.00
>
>Laurie Muhlethaler
>
>First Republic Bank
>
>Remedy Developer / Administrator
>
>415.364.4436
>
> [First Republic Bank logo] 
>  _
>
>The information transmitted is intended only for the person or entity
to
>which it is addressed and may contain confidential and/or privileged
>material. Any review, retransmission, dissemination or other use of, or
>taking of any action in reliance upon, this information by persons or
>entities other than the intended recipient is prohibited. If you
received
>this in error, please contact the sender and delete the material from
any
>computer. This message cannot be guaranteed to be secure or error-free.
>
>First Republic Bank and its related entities do not take responsibility

for,
>or accept time-sensitive instructions sent by email including orders,
funds
>transfer instructions or stop payments on checks. All instructions of
this
>nature must be handled by direct communication, not email.
>
>We reserve the right to monitor and review the content of all email
>communications sent or received. Emails sent to or from this address
may be
>stored in accordance with regulatory requirements.
>
>First Republic Bank is a Division of Merrill Lynch Bank & Trust Co.,
FSB
>__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
html___
>
>___


>UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
>

--
The information transmitted is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material. Any 
review, retransmission, dissemination or other use of, or taking of any action 
in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited. If you received this in error, please contact 
the sender and delete the material from any computer. This message cannot be 
guaranteed to be secure or error-free.
 
First Republic Bank and its related entities do not take responsibility for, or 
accept time-sensitive instructions sent by email including orders, funds 
transfer instructions or stop payments on checks. All instructions of this 
nature must be handled by direct communication, not email.
 
We reserve the right to monitor and review the content of all email 
communications sent or received. Emails sent to or from this address may be 
stored in accordance with regulatory requirements.
 
First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB

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Re: ITSM individual assignment process by assigned group rather than by company?

2009-01-22 Thread Muhlethaler, Laurie

LOL.  Actually already tried that several months ago -- they weren't
going 
for it!!

On Thu, 22 Jan 2009 14:36:11 -0600, Darrell Reading
 wrote:

>Poll your customers to see if there is one solution that stands out

above the rest, implement it, and tell the others that it's a "Best

Practice" solution. :P

Darrell Reading Systems Engineer 

Phone 479.204.5739 

dere...@wal-mart.com 

Wal-Mart Stores, Inc. 

805 Moberly Lane, MS-0560-68 

Bentonville, AR 72716 

Save Money. Live Better 

From: Action Request System discussion list(ARSList)

[mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie

Sent: Thursday, January 22, 2009 14:09

To: arslist@ARSLIST.ORG

Subject: ITSM individual assignment process by assigned group rather

than by company?

** 

Listers ~ my users have asked to have automated assignments enabled at

the individual level.  However, different assignment groups want

different processes (some want number, others want round-robin).  We are

currently running single-tenancy, have automated assignments at the

group level and have the assignment engine integration option in the

Configure Incident Rules form set to "No".

Is there a way I can implement individual auto-assignment without heavy

customization?

Windows Server 2003

SQL Server 2005

7.1.00 Patch 002

AR Server

MidTier

Admin

Client

Service Desk - 7.0.03 Patch 006

Assignment Engine - 7.1.00

Laurie Muhlethaler

First Republic Bank

Remedy Developer / Administrator

415.364.4436

 [First Republic Bank logo] 

The information transmitted is intended only for the person or entity to

which it is addressed and may contain confidential and/or privileged

material. Any review, retransmission, dissemination or other use of, or

taking of any action in reliance upon, this information by persons or

entities other than the intended recipient is prohibited. If you

received this in error, please contact the sender and delete the

material from any computer. This message cannot be guaranteed to be

secure or error-free.

First Republic Bank and its related entities do not take responsibility

for, or accept time-sensitive instructions sent by email including

orders, funds transfer instructions or stop payments on checks. All

instructions of this nature must be handled by direct communication, not

email.

We reserve the right to monitor and review the content of all email

communications sent or received. Emails sent to or from this address may

be stored in accordance with regulatory requirements.

First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB

__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"

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**
This email and any files transmitted with it are confidential and
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**
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**

>
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Re: ITSM individual assignment process by assigned group rather than by company?

2009-01-22 Thread Darrell Reading

Poll your customers to see if there is one solution that stands out
above the rest, implement it, and tell the others that it's a "Best
Practice" solution. :P
 

Darrell Reading Systems Engineer 
Phone 479.204.5739 
dere...@wal-mart.com 

Wal-Mart Stores, Inc. 
805 Moberly Lane, MS-0560-68 
Bentonville, AR 72716 
Save Money. Live Better 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie
Sent: Thursday, January 22, 2009 14:09
To: arslist@ARSLIST.ORG
Subject: ITSM individual assignment process by assigned group rather
than by company?


** 

Listers ~ my users have asked to have automated assignments enabled at
the individual level.  However, different assignment groups want
different processes (some want number, others want round-robin).  We are
currently running single-tenancy, have automated assignments at the
group level and have the assignment engine integration option in the
Configure Incident Rules form set to "No".

Is there a way I can implement individual auto-assignment without heavy
customization?

Windows Server 2003

SQL Server 2005

7.1.00 Patch 002

AR Server

MidTier

Admin

Client

Service Desk - 7.0.03 Patch 006

Assignment Engine - 7.1.00

Laurie Muhlethaler

First Republic Bank

Remedy Developer / Administrator

415.364.4436

 [First Republic Bank logo] 


The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged
material. Any review, retransmission, dissemination or other use of, or
taking of any action in reliance upon, this information by persons or
entities other than the intended recipient is prohibited. If you
received this in error, please contact the sender and delete the
material from any computer. This message cannot be guaranteed to be
secure or error-free.
 
First Republic Bank and its related entities do not take responsibility
for, or accept time-sensitive instructions sent by email including
orders, funds transfer instructions or stop payments on checks. All
instructions of this nature must be handled by direct communication, not
email.
 
We reserve the right to monitor and review the content of all email
communications sent or received. Emails sent to or from this address may
be stored in accordance with regulatory requirements.
 
First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB
__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
html___



-
**
This email and any files transmitted with it are confidential and
intended solely for the individual or entity to whom they are
addressed. If you have received this email in error destroy it
immediately.
**
Wal-Mart Confidential
**


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: ITSM individual assignment process by assigned group rather than by company?

2009-01-22 Thread Greg Donalson

Hi Laurie,
 
In the User tool, if you search for the form "Assignment Engine
Administration", this is where you can set it all up.  Also, the pdf,
Configuration, is a good place to see how to set it up.
 
Greg Donalson
Schlumberger
 
Desk - 713-513-2331
Cell - 281-515-6538
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie
Sent: Thursday, January 22, 2009 2:09 PM
To: arslist@ARSLIST.ORG
Subject: ITSM individual assignment process by assigned group rather than by
company?


** 

Listers ~ my users have asked to have automated assignments enabled at the
individual level.  However, different assignment groups want different
processes (some want number, others want round-robin).  We are currently
running single-tenancy, have automated assignments at the group level and
have the assignment engine integration option in the Configure Incident
Rules form set to "No".

Is there a way I can implement individual auto-assignment without heavy
customization?

Windows Server 2003

SQL Server 2005

7.1.00 Patch 002

AR Server

MidTier

Admin

Client

Service Desk - 7.0.03 Patch 006

Assignment Engine - 7.1.00

Laurie Muhlethaler

First Republic Bank

Remedy Developer / Administrator

415.364.4436

 [First Republic Bank logo]  
  _  

The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged
material. Any review, retransmission, dissemination or other use of, or
taking of any action in reliance upon, this information by persons or
entities other than the intended recipient is prohibited. If you received
this in error, please contact the sender and delete the material from any
computer. This message cannot be guaranteed to be secure or error-free.
 
First Republic Bank and its related entities do not take responsibility for,
or accept time-sensitive instructions sent by email including orders, funds
transfer instructions or stop payments on checks. All instructions of this
nature must be handled by direct communication, not email.
 
We reserve the right to monitor and review the content of all email
communications sent or received. Emails sent to or from this address may be
stored in accordance with regulatory requirements.
 
First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB
__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"

Re: ITSM individual assignment process by assigned group rather than by company?

Re: ITSM individual assignment process by assigned group rather than by company?

Re: ITSM individual assignment process by assigned group rather than by company?

Re: ITSM individual assignment process by assigned group rather than by company?

Re: ITSM individual assignment process by assigned group rather than by company?

Re: ITSM individual assignment process by assigned group rather than by company?

Re: ITSM individual assignment process by assigned group rather than by company?

Re: ITSM individual assignment process by assigned group rather than by company?

Re: ITSM individual assignment process by assigned group rather than by company?

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