In 6.0 a Ticket can be saved without a group being assigned. In ITSM 7 at least one group must be set up in the assignment engine to allow Incidents to be saved additionally you will have more fields available to describe the qualification. There is now also the ability to assign an Owner. THe concept you listed is still valid with additional fields. -----Original Message----- From: [EMAIL PROTECTED] To: [email protected] Sent: Wed, 17 Jan 2007 3:59 AM Subject: Is there any diff in Default group Assignment process b/w HD 6 and HD 7 ?
Hello, Is there any difference in Default group Assignment process b/w HD 6 and HD 7 ? HD 6.0 is using some sequence of 16 filters to decide the first assigned group on Helpdesk. These steps to decide the default group (C=Category,T=Type,I=Item,R=Region,S=Site,D=Department) are: CTIRSD CTIRS CTIR CTI CT CRSD CRS CR CTRSD CTRS CTR C RSD RS D Does HD 7.0 use same sequence of filters to decide a default group to Helpdesk ticket or there is another way to do this ? Please share group assignment flow in HD 7.0. Regards, Tarun _______________________________________________________________________________ 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"
