Hi Don....answers interspersed.
1. Are you having the same results in each application? Change,
Incident, etc.
A> Only current implementation is Incident.
2. Did you configure the applications to use the assignment engine?
A> "Assignment Configuration" records are generated from within
ITSM's
'Application management Console' , basic config, item #7.
3. Did you configure them to us Capacity, number or round robin?
A> None of these models fit our service environment--a request
from a customer
goes to their service area, period. Currently, our
customer-service structure is
105 support groups located within 16 colleges, schools, and other
top-level organizations.
Few of these groups will hold full FUNCTIONAL responsibility for
one type of action
for the entire University. Unfortunately....differentiation does
prevail between types
of Incidents (restoration, event, etc) and exactly which group
within an organization
is targeted for initial response.
dwm
Date: Mon, 10 Sep 2007 07:39:19 -0500
From: [EMAIL PROTECTED]
Subject: ITSM7 Assignment Structure
To: [email protected]
**
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
"Not everything that can be counted counts, and not everything that
counts can be counted."
(Albert Einstein)
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