The Incident User cannot re-assign to another group you have to give them Incident Master at a minimum. -----Original Message----- From: [EMAIL PROTECTED] To: [email protected] Sent: Wed, 16 May 2007 7:17 PM Subject: Incident Owner = Incident Assignee
** The structure of the Help Desk here is that the person (Tier 1) taking the call will, most of the time, resolve the issue. Only about 30% have to be escalated and assigned outside the Help Desk. So what configuration settings do I make in IM/PM 7.0.2 P3 to allow that scenario to happen? The docs and manuals I have don't reference the situation more than just barely. Thanks! Rick Cook __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"
