According to what I’ve been told, the best practice is to not assign anything to a person as an individual until there is a need for a specific person to be involved. So in the case of an Incident being created by the someone on the Service Desk, we assign it to that individual. When it’s created by someone else, it just gets assigned to the group as the Owner. You aren’t required to fill out a specific Owner, just an Owner Group.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris Sent: Monday, May 05, 2008 11:23 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Normally we assign it to the Help Desk - but who would be the "Owner" In a message dated 5/5/2008 9:21:53 A.M. Pacific Daylight Time, [EMAIL PROTECTED] writes: ** We automatically assign it to the Helpdesk Group (actually Service Desk if you want to be completely ITIL.) The reason being that ITSM is very locked down, and people who the ticket are not assigned to can’t edit it. As a result, you might want the group people go to for help with the application to be able to reassign it when it is accidentally assigned to the wrong group. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris Sent: Monday, May 05, 2008 11:16 AM To: arslist@ARSLIST.ORG Subject: ITIL Remedy ** Hi, In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket. Should it be the assigned group or the Help Desk? What are the advantages of one over the other. ________________________________ Wondering what's for Dinner Tonight? Get new twists on family favorites at AOL Food <http://food.aol.com/dinner-tonight?NCID=aolfod00030000000001> . __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Private and confidential as detailed here <http://www.sug.com/disclaimers/default.htm#Mail> . If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ________________________________ Wondering what's for Dinner Tonight? Get new twists on family favorites at AOL Food <http://food.aol.com/dinner-tonight?NCID=aolfod00030000000001> . __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender.
