Doug - thanks much! This will get me a long way down the road - probably to the destination.
On Dec 22, 5:56 pm, Doug Blair <[email protected]> wrote: > Christine, > > The answer is yes, you're on the right track, and we've done it. > > We wanted to do exactly what you asked - AE rules for one support group > only. The safest thing is to leave all the AE rules installed out of the > box alone (you might want them again someday) and build a new set of AE > rules. Ours have names like General Assignment - Custom, Change Manager - > Custom and so forth (those won't show up on the application configuration > menu until you enter them in another table - sorry, forgot the name!) > > The General Assignment - Custom method contains rules which include the > Support Group field from the request form in the rule qualification, and > pull their assignees from the General Assignment form (which is baaically > support group membership). The rule (paraphrasing here - I'm not at work) > is something like > > Support Group on Request Form = Service Desk and Support Group on > Assignment Form = SGP000000000123 and Status = Enabled and Assignment > Availability = Yes > > and the metthod (in our case) is load balance by number. > > and that gets you a login you can assign. The first part of that will only > be true for the Service Desk tickets, and all the other tickets get no > assignee.... > > Get ya started? > > Doug > > ...... Original Message ....... > On Mon, 22 Dec 2008 10:41:31 -0800 Christine <[email protected]> > wrote: > > > > >I'm still kind of new to Remedy ARS and am looking into the Assignment > >Engine. Is it possible to turn this on for just one workgroup? We have > >the Requestor Console setup and it assigns tickets to the help desk > >and other groups. I am wondering if I can setup the Assignment Engine > >for just the help desk group. > > >I've been reading the documentation and I wonder if using the > >Assignment Rule for 'where the workgroup = helpdesk' would allow round > >robin Assignment for help desk persons but would leave the current > >Requestor Console group assignment for other groups in place. > > >Thanks much! > > >_______________________________________________________________________________ > >UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > >Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" > > _ > Doug Blair > Remedy Skilled Professional > doug <at> blairing <dot>com > +1 224-558-5462 > Sent from my Treo, usual caveats apply > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"- Hide > quoted text - > > - Show quoted text - _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
