Now you understand why it took me 30 days longer to get the client operational
on 7 than I anticipated. There are a lot of touch points that are not well
documented in the configuration manuals.
-----Original Message-----
From: [EMAIL PROTECTED]
To: [email protected]
Sent: Thu, 26 Apr 2007 12:13 PM
Subject: Re: Assignment configurations for ITSM 7.0
My problem was not that.. In the Event field I misunderstood its use.. In
fact I am still not too clear on what the other values in the Event field is
for.. But when I changed all of them to -General- it fixed the problem..
I had looked up the workflow that the auto assignment process was using that
helped me fix the issue.. The first condition there is ('Assignment Event' =
"- General -") AND ...........
My values in the Company and Contact Company form were already -Global- and
didn't need a change..
Joe
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
Sent: Thursday, April 26, 2007 11:47 AM
To: [email protected]
Subject: Re: Assignment configurations for ITSM 7.0
In the assignment form, try to add a -Global- assignment.
--
Jarl
On 4/26/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> That's where I am seeing an error.. in the creation process of
> incidents/Change data.. The error is "ARCreateEntry - No groups were found
> using automated routing. You need to manually select a group."
>
> What are the possible reasons why I would get this error no groups found
in
> automated routing when I think I have set the groups and their skills for
> these test cases I am working on..
>
> Joe
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
> Sent: Thursday, April 26, 2007 7:41 AM
> To: [email protected]
> Subject: Re: Assignment configurations for ITSM 7.0
>
> **
> Service Requests do not get assigned they create either an Incident or
> Change and then the Incident or Change gets assigned. If you open the
> Service Request form search all service requests and do not see in process
> in the request ID go to the Change/Incident data tab abd you will see in
app
> event status an error. By reviewing the error you should see that the
> Incident/Change could not be created. If Auto Assignment is not working it
> can fail also if you have Tier 1,2,3 that is not valid it will fail.
>
> -----Original Message-----
> From: [EMAIL PROTECTED]
> To: [email protected]
> Sent: Wed, 25 Apr 2007 11:36 PM
> Subject: Re: Assignment configurations for ITSM 7.0
>
>
> **
> Thanks for writing back.. Its the auto assignment of Service Requests that
> doesn't seem to be happening.. When a Service request is created it gets
> saved but the auto assignment / notification doesn't seem to get
triggered..
>
> Joe
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice
> Sent: Wednesday, April 25, 2007 7:46 PM
> To: [email protected]
> Subject: Re: Assignment configurations for ITSM 7.0
>
> **
> Can you be more specific as to what problems you are ecountering.
>
> -----Original Message-----
> From: [EMAIL PROTECTED]
> To: [email protected]
> Sent: Wed, 25 Apr 2007 6:44 PM
> Subject: Assignment configurations for ITSM 7.0
>
>
> Has anyone had issues having assignments in ITSM 7.0 to work? I am sure I
> have completed all the steps required to auto assign incidents / problems
> but it doesn't seem to be working.. So I'm afraid I am missing something..
> since V7 apps are way different from their earlier counterparts I'm not
sure
> what I am missing..
>
> Joe
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> 12:19 PM
>
>
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