One pitfall is the fact that the system wants to ensure that a Assignee is set when the ticket is in Pending or In Progress status. If you preserve the status and allow the user to reassign, the system will also have an issue if they dont have the Assignee filled in (or it should for that matter).
Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leyden, Martin Sent: Wednesday, November 05, 2008 1:57 PM To: [email protected] Subject: Reassignment clobbers status ** 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. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ________________________________ Please consider the environment before printing this e-mail.
