Thank you, Chris, Rick, and Don for your feedback. Chris,
Thank you for a very well-reasoned argument. I always value your input highly. As you said, there are a number of different ways to configure assignment in Remedy 7.X, and keying on CTI may not be the best method to use for every organization. Personally, I'd rather thoroughly train the first-level help desk in the business process and allow them to make intelligent decisions, but if that happened in the real world, we wouldn't need assignment rules. The assignment method was decided long before I joined the organization, and I'm not in a position to change it; however, neither is MET (Thanks, Rick!). The last time I had Remedy training was 6.0, (2005) so I'm learning 7.X on the job. We support a very large company with multi-tenancy from a central hub, so keying off organization won't work for us. In our case, generic OpCats and ProdCats work quite well. We also use assignment rules tied to every support group. Thank you again for your excellent response. I learned quite a bit reading it. P.S. Service Catalog is defined in CFG:ServiceCatalogAssoc. We import it from the 25+ page Foundation Data Spreadsheet. Don, You put a lot of detail into your explanation; the set theory model was an apt method to describe it. We create mutually exclusive assignment records. I've learned through filter logging that if any support group does not have an assignment rule, some of the OOB workflow fails. We also have a SPOC (Tier 1 Help Desk) for each tenancy, so all incidents are owned by that tenancy's SPOC and assigned to Tier 2 support by SPOC personnel. As I mentioned above, if Tier 1 were trained as well as we'd all like assignment rules would be redundant. Rick, I'm a huge fan of your "Generic Incident Classification" document, as you already know. I keep a copy on a flash drive that's on me at all times, and it's come in very useful. The chief issue with MET is that he's an individual (actually, two individuals) with whom we have a very cordial working relationship, and we'd prefer to keep him on our side. Also, as happens too often in organizations, process definition and enforcement in management is somewhat lax. I'm convinced this is a communication issue that we can overcome by showing MET more of the elephant. I strongly suspect MET got wind of an argument similar to the one Chris first made, interpreted it incorrectly, and doesn't have a strong enough grasp of the assignment process to follow it through to its conclusion. Chris's argument is really solid, but it's not the assignment process we're using. Thank you, gentlemen, for putting so much thought and concern into your responses. If you folks should happen to come across anything indicating Categorizations are a solid method for assignment, please do send it my way. Even if it's from '95 to '02, and has the Remedy or P-word logo on it, at least it looks official. Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office Of Information Technology Services Service Delivery Division ITSM & ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 [email protected]<mailto:[email protected]> http://its.state.nc.us E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
