Interesting you ask this as we struggled with this in a past implementation and are currently in the process of convincing support groups to accept the new concept of controlled work/resources.
In days of old, anyone and everyone could modify tickets as long as they had user access to do so (or weren't restricted by customized workflow). In reality, we shouldn't want anyone modifying or moving ticket/tasks assignments from myself or my groups as I have already planned/begun the work. It's hard to measure against never-ending targets, not to mention the impact of someone adding critical notes to my record and not contacting me. Did I waste resource time only to find out it didn't need to be done? Did I do it wrong because someone added a note about a parameter that was missing, and I didn't see it? If it's trivial enough to add a note on a record, then the note probably didn't need to be added. The way we addressed implementation#1 was to enforce the process that the Service Desk always "owned" the incident, and any additional work requests or updates must go through them, if you were not the Assigned group. This supported the "communication" that really was needed between support groups. Without that communication, you never knew what was being added to your record, how important it was to the effort you were in the middle of, etc. In my current implementation, we are attempting to enforce the same process rules, but if we are unsuccessful in selling that one to the user community/directors, here's our plan B: 1. Create a default assignment group for "Incident Owner" 2. Make everyone a member of the Incident Owner Group, and make them unavailable for assignment. 3. Create a -general- assignment rule for Incident Owner to assign to this group ALWAYS. **This ensures that anyone can modify anyone's tickets.** Obviously, the OOTB workflow is the right thing to do, but it is different from what people are accustomed to and it's a hard sell if they don't see the impact of opening modifications up to everyone. Long - but hopefully useful. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, May 12, 2008 8:10 AM To: [email protected] Subject: Question: ITSM 7 - Workinfo I'm curious how others have dealt with ITSM 7 and the Workinfo on Incident and Change. When the ticket is Assigned to a group only the people that are Members or Associate Members can update the ticket. What is other people want to update the Workinfo with comments, etc. - how do you deal with it - especially if you don't want the others to be an associate member or member of the group. Thanks! ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
