William, Luckily we do not need to incorporate skill set into the equation. That is implied by the assignment to the Support Group.
In our case it seems if there was an On Call record only when someone was actually On Call, it simplifies the process greatly. This would also remove any issues with holiday differences around the world. The time zone off set should generally be accounted for by the time zone difference associated with the desktop client saving the record to the server. Ultimately if there is a record for the Support Group in the On Call form at the time of Support Group assignment, then the system should assign to the individual listed in the record. If no record exists in the On Call form at the time of Support Group assignment, then use our normal assignment routines. Have I over simplified the solution? Dave >-----Original Message----- >From: William Rentfrow [mailto:[EMAIL PROTECTED] >Sent: Friday, September 22, 2006 2:06 PM >To: Kemes, Lisa >Subject: RE: On Call Solutions > >I literally am wrapping up a project doing the exact same thing right now. It is difficult at best to do this and to do >it spanning multiple time zones can (and will) make your head spin. > >Consequently I'm considering writing an add-on to the ITSM package that will do this sort of thing. I'll warn you that >it's a complex undertaking and if you decide to do this it will take a great deal of your time (hundreds of hours) >especially if you are doing it by skillset, etc. > >William Rentfrow >Principal Consultant, StrataCom >[EMAIL PROTECTED] >O 952-432-0227 >C 701-306-6157 Dave Shellman Phone: (717) 810-3687 Fax: (717) 810-2124 email: [EMAIL PROTECTED] tyco/Electronics A tyco International LTD Company MS 161-043 PO Box 3608 Harrisburg, PA 17105-3607 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
