Actually we haven't turned auto-assignment on yet, though we do plan to. We are currently just trying to set up Foundation data. Don't the auto-assignment rules just come into play AFTER Classifications have been chosen? We're trying to avoid confusion when folks are choosing product classifications on ticket creation.
Thanks,
Julie
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Thanks,
Julie
To: [email protected]
From: Rick Cook <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)" <[email protected]>
Date: 08/10/2008 09:46AM
Subject: Re: restrict view of Product Categorizations by Support Group?
**__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___Seems like the Assignment engine would allow that - but I assume that you've checked that already?RickOn Sun, Aug 10, 2008 at 8:35 AM, Julie L Kanakanui JLKANAKA < [EMAIL PROTECTED] > wrote:
**Hi Rick, thanks for your reply. Fyi, we only have one site so not looking at geographic differentiation. Where we were coming from was that we were considering having one set of Product Categorizations that were only viewable by one support group, since they would be the only group using them and we were trying to "pare down" what was visible to rest of groups.
To: [email protected]
From: Rick Cook <[EMAIL PROTECTED]> Date: 08/10/2008 09:02AM
Subject: Re: restrict view of Product Categorizations by Support Group?
**Wouldn't the main reason to do this be geographically based? If so, couldn't one add locations to the physical assets, and do the breakdown that way, or am I missing something? Probably still wouldn't be completely OOB, but it would be mostly data configuration, with maybe a small code customization.RickOn Sat, Aug 9, 2008 at 4:29 PM, Lisa Westerfield < [EMAIL PROTECTED] > wrote:
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We have visited this same topic, but found no way OOTB to affect the categorizations by support group. We decided that it wasn't as important after all since this information is usually completed by the time they receive the incident.
From: Action Request System discussion list(ARSList) [mailto: [email protected] ] On Behalf Of Julie L Kanakanui JLKANAKA
Sent: Friday, August 08, 2008 9:35 AM
To: [email protected]
Subject: restrict view of Product Categorizations by Support Group?
**
Hello,
Does anyone know if there is any way, in the out-of-box Remedy 7.x Service Desk app, to restrict view of specific Product Categorizations by Support Group?
Thanks,
Julie
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