There is actually just a button that you click to mark un/available, and yes they will stay un/available until you click the button again.
Btw - I found this to be very useful for managers of a group in my last 2 implementations. This allows managers to view their groups tickets easily from consoles without the danger of being assigned an incident. Let me know if you have any other questions. - LisaD From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 2:36 PM To: [email protected] Subject: Re: Assignment Engine ** That stinks. Ok last question. I am assuming to make someone unavailable you change a status or something like that? If so will that person remain unavailable till you go back and mark them available? Brian ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 24, 2008 3:17 PM To: [email protected] Subject: Re: Assignment Engine ** There's not a way to schedule a person as un/available ahead of time, unfortunately. The only thing that you can schedule ahead of time for a support group or support staff are business hours (support group) and on-call hours (support staff), but this isn't connected to the assignment engine at all. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 1:05 PM To: [email protected] Subject: Re: Assignment Engine ** Thanks Lisa. Is there a way to flag someone as available when they log into Remedy. Can you select data ranges when they will be unavailable? Thanks, Brian ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 24, 2008 1:14 PM To: [email protected] Subject: Re: Assignment Engine ** Brian, I can't speak to the version compatibility as I've not had this combo in my environment, but I can tell you that the assignment engine will only assign to people that are marked as "Available for Assignment" within their support group. You can actually toggle your support staff back and forth between available and unavailable for assignment within each support group that they are a member of. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 8:57 AM To: [email protected] Subject: Assignment Engine ** Can anyone tell me how well this product works. We are on ARS 7.1 and Help Desk 5.6. Will it work on that combo? Also if I use a Round Robin rule to assign tickets within a Group how do you let the system know that a technician is not available? There does not seem to be much in the way of documentation for this product. Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com <http://www.Scholastic.com> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ <http://www.bmc.com/userworld/> TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group 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. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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