The assignment engine allows manual assignment so that what you want can be done. If the assigned to group is null then the assignment engine will either use the parameters given to assign it or the user saving the ticket will be given an error message to assign the ticket manually. -----Original Message----- From: [EMAIL PROTECTED] To: [email protected] Sent: Thu, 11 Jan 2007 10:28 AM Subject: Support Group Role in ITSM 7
Hi all, We're trying to figure out if, in ITSM 7 Service Desk (Incident), if there is any connection between Incident assignment/reassignment and the "Support Group Role" that a group is configured with (Help Desk, Tier 1, 2, 3). So, if a ticket is in a Tier 1 queue, can it be reassigned to a Tier 3 team? Does it have to go to a Tier 2 team first? Thanks in advance! -Rebecca Hammond _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ________________________________________________________________________ Check out the new AOL. Most comprehensive set of free safety and security tools, free access to millions of high-quality videos from across the web, free AOL Mail and more. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
