A> "Assignment Configuration" records are generated from within ITSM's
'Application management Console' , basic config, item #7.From the
application Administration Console there are Rules for each application. The
rules allow you to configure the assignment process and either integrate with
the assignment engine for each application and each company or globally if you
are using multitenancy. Incident Rules OOB are set to Global--Incident
General Assignment - Round Robin. Assignment Engine Integration yes. Is this
still the case in your system?
Date: Mon, 10 Sep 2007 09:31:23 -0500From: [EMAIL PROTECTED]: Re: ITSM7
Assignment StructureTo: [EMAIL PROTECTED]
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 -0500From: [EMAIL PROTECTED]: ITSM7 Assignment
StructureTo: [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 aremild 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 rulesbeing
satisfied for one ticket--so the rule with the lesser match willnot be utilized.
2. Then, sort order governs, with lowest-numerical-sort-order dominant.
3. Finally, does this triage follow the principle of 'only one assignmentmade'?
I have constructed several trials where more than one rule(of one
type--"General", "Ownership") seemed to be implementedsequentially, with
last-rule-executed being results actually recorded.
I have encountered multiple examples where the HIGHER (later) sortnumber
prevailed, among equally-valid qualification criteria (situationdeliberately
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 AdministratorUniversity of
North Texas
dwmac_at_unt.edu
940.565.3287
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