Hi We are upgrading to ITSM 7 from 6.3. Our current service desk installation and business process makes much use of incident reassignment across change of shift as well as escalation through tier 2/tier 3 etc. We're kind of using assignment as a tool to help incident management as well as recitification. This allows us to contact our office hours customers within the SLA by batching calls up for service desk staff. Changing this mode of operation would be a big problem for us.
What we are seeing is that reassignment resets the incident status to Assigned. We would like the incident status preserved across reassignment; particularly we need to preserve Pending codes. Has anybody tried to change this behaviour? Any ideas , insights or pitfalls? Thanks Martin -------------------------------------------------------- *****CONFIDENTIALITY NOTICE***** This electronic message transmission contains information which may be confidential. If you are not the intended recipient, be aware that any disclosure, copying, distribution or other use of the content of this information is prohibited. If you have received this communication in error, please notify the sender immediately by e-mail and delete the original message. Northrop Grumman Information Technology Limited is a company registered in England with No.4652708. Registered Office Stratford Road, Solihull B90 4ZS. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
