Thanks Lisa - much appreciated! On 5/12/08, Lisa Westerfield <[EMAIL PROTECTED]> wrote: > 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" >
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