Hey, you guys might want to take a look at the new Remedy Assignment Engine. It's set up sort of like SLA, in which data-driven rules are set up to allow very flexible rules on assignment methods and tracks. I've only played with it a bit this morning, but it seems very nice, and can work with pretty much any application you have.
You can read about it in the new ARS 7.0 Configuration Guide, on page 423. Rick -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, May 12, 2006 11:26 AM To: arslist@ARSLIST.ORG Subject: Re: Possibility of additional parameters with Skills in addition to CTI and RSD Stephen: Looks cool Stephen. I bet this runs way faster than 200 filters sutffed into a flter guide. If I had built a SQL function like this, I would be tempted to disable the 200 filters and use this function instead. It would be fairly easy, especially because these 200 or so filters run inside a guide. Tarun: Steve made a good point, if I understand him correclty. If the new field "Organization" really represents what it appears to represent (organizational entity that is above the RSD classification), his suggestion of embedding Organization information in the Region field itself (all by itself, or as "Organization-Region") may solve your problem. No coding required, just data work. Clever, David. I did't pay attention to the name of the field in question--Organization. -Rabi Tripathi New York --- "Heider, Stephen" <[EMAIL PROTECTED]> wrote: > Rabi, > > The logic is actually wrapped up in a set of functions. In my post I > used the word "function" just to make it more clear to convey the > approach. It could have been programmed into a single function but, > at least to me, was quicker to write this way and easier to maintain. > Here are the details of how it works. It actually was much easier to > program than I had thought before starting. > > There is a main function that is called by Remedy to obtain the > auto-assignee. When calling, I pass in the request type (HD, CHG, > TSK), also with CTI and RSD. > > This main function begins calling each of the 15 possible matches > (Weighted by Remedy as 1-15). Here is a snippet from the comments in > the function: > > /* > Example: SELECT dbo.fnAutoAssignment('HD', '$Category$', '$Type$', > '$Item$', '$Region$', '$Site$', '$Department$') > > Level Fields > 1 Category, Type, Item, Region, Site, > Department > 2 Category, Type, Item, Region, Site > 3 Category, Type, Item, Region > 4 Category, Type, Item > 5 Category, Type > 6 Category, Region, Site, Department > 7 Category, Region, Site > 8 Category, Region > 9 Category, Type, Region, Site, Department > > 10 Category, Type, Region, Site > 11 Category, Type, Region > 12 Category > 13 Region, Site, Department > 14 Region, Site > 15 Region > */ > > If level 1 does not match then I check level 2, then level 3, etc., > until I find a match. If nothing matches then the default assignee > from ASN:Process is returned. Each of the 15 functions [that > correspond to the 15 levels] perform SELECTs on the SHR:Assignment > form based on the possible combinations of CTI and RSD. These > functions are small and are almost identical. I haven't time it but I > am almost certain that calling this function is as fast or faster than > processing a bunch of filters. > > At my company we are not auto-assigning tickets based on workdays or > holidays, so that was not programmed. If ever needed it could be > quickly added. > > In most situations programming in Remedy (eg. > Filters) is the best > method. For certain situations where precise control or formatting is > required I find using SQL is better. I really like only making 1 call > to a function instead of 200 filters :) > > Side note: > For those that also know traditional programming languages, this > project reminded me of when, as a new programmer, your assignment was > to write a calculator program. Everyone knew was it was supposed to > do but trying to program it took some thought. Like the calculator, I > enjoyed writing it. > > Stephen > > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi > Sent: Friday, May 12, 2006 11:52 AM > To: arslist@ARSLIST.ORG > Subject: Re: Possibility of additional parameters with Skills in > addition to CTI and RSD > > --- "Heider, Stephen" <[EMAIL PROTECTED]> wrote: > > Tarun, > > After > > creating a number of > > test tickets just to see who got auto-assigned I > decided to create a > > SQL function that would show me what I wanted > without creating > > tickets. > > It is quite a feat to code the entire logic of 200 autoassignment > filters in a single sql function as you have done. I am wondering if > it does exaclty what the filters do--take into account info on > ASN:Process, Business Time Workdays and Business Time Holidays forms > as well as loop around to find progressively less specific records on > SHR:Assignment? > > -Rabi Tripathi > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at > http://www.wwrug.org > > ________________________________________________________________________ _______ > UNSUBSCRIBE or access ARSlist Archives at > http://www.wwrug.org > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! 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