Good Morning Listers! We are developing Assignment rules for ARS7.1/ITSM7, and I hope this group can educate me as to observed behavior. Modifications are mild and few--ITSM is mostly OOB. By my understanding, assignment rules follow these behaviors, in this sequence: 1. Higher-number-of-logic-matches prevails, in case of multiple rules being satisfied for one ticket--so the rule with the lesser match will not be utilized. 2. Then, sort order governs, with lowest-numerical-sort-order dominant. 3. Finally, does this triage follow the principle of 'only one assignment made'? I have constructed several trials where more than one rule (of one type--"General", "Ownership") seemed to be implemented sequentially, with last-rule-executed being results actually recorded. I have encountered multiple examples where the HIGHER (later) sort number prevailed, among equally-valid qualification criteria (situation deliberately chosen for this purpose.....). Any observations from you folks would be most helpful. ARS7.1 ITSM7 Windows2003 MS SQL Don W. McClure, P.E. Systems Engineer & Application Administrator University of North Texas dwmac_at_unt.edu 940.565.3287
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