Incident Owner This is a new concept from ITIL and it would normally be the Service desk Infrastructure Change Manager This is another new concept from ITIL Infrastructure Change Assignee This is what we used to assign a change to a group to work it We now have Service Requests that create Incidents and Changes both Request Manager and Request Assignee are new roles that will be used when BMC/Remedy release the next generation of Service Request Task Assignee same a Change Assignee for the task Solution Assignment If there is a form there must be assignment Problem Manager another ITIL concept Unavailability Assignment If there is a form there must be assignment this of course is related to AM. If I am wrong let me know I used knowledge from doing the ITSM 7 install ITIL foundations training and common sense. -----Original Message----- From: [EMAIL PROTECTED] To: [email protected] Sent: Thu, 26 Apr 2007 2:39 PM Subject: Re: Assignment configurations for ITSM 7.0
** Roger, I see what you mean.. I'm actually using the manuals and taking a peek at the workflow now to understand what the application really requires in terms of configuration for it to work.. And in I think digging up the workflow is more useful than reading the manuals in understanding the application. I pretty much understood how the auto assignment process works after looking at the workflow (and not the manuals), so I really pity those new to the game who depend on manuals.. I'm still not too clear what the other values in the Event field are for.. Any takers on explaining that? Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice Sent: Thursday, April 26, 2007 12:53 PM To: [email protected] Subject: Re: Assignment configurations for ITSM 7.0 ** 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 __20060125_______________________This posting was submitted with HTML in it___ ________________________________________________________________________ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
