To your first question, your observation is correct. The order of Owner assignment appears to be: 1. If user has entered a value for Owner, use it 2. If there is an Owner rule in CFG:Assignment, use it 3. Use default Owner rules based on submitter, assigned group, etc. To your second point, I have not had trouble getting rules to work based on Operational or Product categories, with one exception. If you have multiple rules that have the same Tier 1 value and one has NULL for Tier 2 while the other is non-NULL, there seems to be ambiguity as to which one is located. I would have expected the most-specific value to fire but we did not see that. We fixed it by ensuring that all rules used the same tiers populated. You may be able to address this with sort order.
We did not observe that sort order overrode all the other values. If true, I would think it is a bug. Regards, Chuck Baldi On Fri, Feb 6, 2009 at 11:25 AM, J.T. Shyman <[email protected]> wrote: > ** > > I've got a question about Incident Owner assignment in ITSM 7.0.3. I've > done some testing and read through the documentation and postings about this > on ARSList but I have reached two conclusions that I wanted to get some > feedback on from the list membership. > > > > First, the Incident Owner assignment does work exactly as stated on pages > 125-126 of the Incident Management 7.0 User Guide but only if there isn't a > Incident Owner entry for the company in the CFG:Assignment form. This tells > me that CFG:Assignment overrides the OTB Incident Management Incident Owner > assignment. Has anyone else found this to be true or disagree with this? > > > > Second, if there are multiple Incident Owner entries for a given company in > CFG:Assignment they are *not* selected by the most specific rule but > rather by a long "order by" statement that looks like this: > > > > *ORDER BY *2 DESC,3 ASC,4 DESC,5 ASC,6 ASC,7 DESC,8 ASC,9 ASC,10 ASC,11ASC, > 12 ASC,13 ASC,14 ASC,15 ASC,16 ASC,17 ASC, 1 ASC > > > > Where > > 2 is Event > > 3 is Sort Order > > 4 is Contact Company > > 5 is Organization > > 6 is Department > > 7 is Location Company > > 8 is Region > > 9 is Site Group > > 10 is Site+ > > 11 is Operational Tier 1 > > 12 is Operational Tier 2 > > 13 is Operational Tier 3 > > 14 is Product Tier 1 > > 15 is Product Tier 2 > > 16 is Product Tier 3 > > 17 is Product Name > > 1 is Request ID (Record Number) > > > > This, plus the fact that the filter matches most of these fields to a value > *or* to NULL leads the to the net effect that the record with the lowest > sort order will always be chosen regardless of the fields other than Contact > Company and Location Company. Has anyone else found this to be true or > disagree with this? > > > > If I wanted to set up a set of Incident Owner assignments that would fire > on different product and operational categorizations, what would be the best > way to do it? > > > > --- J.T. Shyman > > > > > > > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
