Rabi, The ITSM 7.x Configuration Guide focuses on the support group assignment, so not much help until you notice the "Assignment Events" table where it explains the Incident Owner event. Then it is trial and error but not to bad.
Regards, Chuck Baldi On Thu, Jan 22, 2009 at 1:21 PM, Rabi Tripathi <ars_l...@yahoo.com> wrote: > Charles, > A review of Incidents on my system supports your > statement. > > Did I miss this statement anywhere in the manuals, or > do you know this from experience/code review? > > Anyway, thank you. > > > --- Charles Baldi <charles.ba...@gmail.com> wrote: > > > 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" > > > > > > > > > _______________________________________________________________________________ > 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"
