The OOB workflow first checks to see if an assignment rule is in the CFG:Assignment form (Event=Incident Owner). If not, then it chooses a default based on the submitter/assigned group rules.
Regards, Chuck Baldi On Thu, Jan 22, 2009 at 12:11 PM, Rabi Tripathi <ars_l...@yahoo.com> wrote: > Hi, > In ITSM 7, I can set autoassignment rules for Assignee > group or Owner group of Incidents. (on CFG:Assignment > form) > > However, for Owner Group, there is also a detailed > statement in the User Guide about how the Owner Group > is picked by the system based on what kind of group is > submitting the Incident (with or without HelpDesk > role) and what kind of group it is assigned to. ( See > Incident 7.0 User Guide, Page 125 ) > > This statement in User Guide completely ignores the > usual auto-assignment logic, and is in fact in direct > conflict with it. > > So which logic is really used by ITMS 7 to pick an > "Owner Group" on an Incident? > > In my system I see that the "auto-assignment" rule on > CFG:Assignment form is used in almost all of the > Incidents. A very few seem to have Owner Group set > differently. In these, I am not sure if the > "statement" above was applied or the user manually set > the Owner Group. > > What the @#!$ fruit? Which logic is in effect? > > > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
