We are also not using the Assignment Engine in our implementation. We have an event to assign a Problem Manager which works just fine, so I would make sure that -every mapped field- in the assignment event really does match the problem record you are on. (One little difference doesn't necessarily jump out at you).
Also, on a side note.... I have found in the last 2 implementations of ITSM that using any OOTB companies, templates, or configurations in general, causes me problems. For example, if you are really using the "My Company" option that came out of the box, I would change that. Like I said, it is working for us with no auto assignment to a person so I hope this helps. Thanks, LisaD -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Chen Sent: Thursday, June 05, 2008 2:45 PM To: [email protected] Subject: ITSM 7.0 - Problem With Problem Management Assignment Hi All, Has anyone else run into an issue where they are unable to assign a problem manager to a problem investigation without turning on the assignment engine for the problem management module? For example, I have the following mappings in the Assignment Configuration for Problem Management Event: Problem - Manager Status: Enabled Support Company: My Company Support Organization: INFRA & OPS Assignment Group: Problem Managers NAM Available Systems: Problem Management Note: There are 4 group members in Problem Managers NAM which all have the Problem Manager functional role. Event: General (for Problem Assignee) Status: Enabled Support Company: My Company Support Organization: INFRA & OPS Assignment Group: Problem Managers NAM Available Systems: Problem Management Note: There are 4 group members in Problem Management NAM which all have the Problem Manager functional role. When I go to create a new problem investigation with the appropriate fields filled out and save the ticket I keep getting the following error: "No groups are found using automated routing. You must select a group manually." and the Support Company, Support Organization, and Assignment Group fields under Problem Manager Assignment are all greyed out. If I have the assignment engine turned on (set to round robin) everything works fine however we will not be using the assignment engine for any of the ITSM modules. Any ideas if I'm missing something? Thanks in advance. ARS 7.1, ITSM 7.03, Patch 002, Oracle 102g, Windows NT 5.2 Regards, Bill __________________________________________________________ Bill Chen | *(email): [EMAIL PROTECTED] | Schneider Electric, APC-MGE Critical Power & Cooling Services Division | BMC Remedy Operations 132 Fairgrounds Road | West Kingston, RI (USA) 02892 | ((office): 401-789-5735 Ext. 2376 |È(mobile): 401-486-2328 Other must-visit sites include... http://www.datacenteruniversity.com http://www.bladeready.com http://www.gutor.com http://www.netbotz.com http://www.availability.com _______________________________________________________________________________ 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"
