Hi Laurie, How did you get on with this?
I too have got the same (or similar) issue. I'd like to implement a slight variation on auto assignment by capacity and I likewise need the open tickets count to work as it should. Right now many people have thousands of tickets supposedly opened though this is definitely not right. I suspect that the filter HPD:INC:AR_002_ESCALATOR_AutoCloseGotoEnd is the culprit. It basically skips all the filters when a ticket is auto closed. The other thing that fails as a result of this filter is that the matching request is not closed at the same time as an incident. If he incident is later modified for some other completely unrelated reason then the matching service request is mysteriously suddenly closed. This would also send a closure email to the client, perhaps many months after the ticket has been automatically closed. I'm planning on shifting this skip filter down the execution order a little so that at least the request is closed and the count is decremented as it should. I have patch 9 of ITSM 7.03 installed on a patch 6 7.1 server. If you are interested I'm trying to implement assignment via capacity such that if there is no capacity available, auto assignment is deferred until capacity is freed. OOTB I assume that it still allocates over and above capacity if nobody has any left though this might be compromised by the totally incorrect open ticket counts that we have. Rod 2009/3/7 Muhlethaler, Laurie <[email protected]> > ** > > Listers ~ it appears as though the Open Tickets count in users’ PPL > profiles is grossly inflated. I’ve verified that it’s incrementing and > decrementing as designed but somewhere along the line it either wasn’t > decrementing properly or the incrementing went haywire (real technical, I > know). At any rate, I just thought I’d throw this out there and see if > anyone else has stumbled across this. I’m trying to implement > auto-assignment based on Number and obviously I can’t do that until I’ve > figured out this issue. Also, can someone tell me why the OOTB Incident > functionality only decrements the Open Tickets count when a ticket is closed > and not resolved (HPD:INC:UpdateAssignmentTicketCount_TicketClosed_013 > filter)? Doesn’t really make sense to me… > > > > Thank you in advance. > > > > Windows Server 2003 > > SQL Server 2005 > > * * > > *7.1.00 Patch 002* > > AR Server > > MidTier > > Admin > > Client > > Approval Server > > > > *7.0.03 Patch 006* > > Service Desk > > Asset Management > > > > Assignment Engine - 7.1.00 > > SLM - 7.1.00 Patch 001 > > CMDB - 2.1.00 Patch 002 > > > > *Laurie Muhlethaler* > > First Republic Bank > > Remedy Developer / Administrator > > 415.364.4436 > > > [image: [First Republic Bank logo]] > ------------------------------ > The information transmitted is intended only for the person or entity to > which it is addressed and may contain confidential and/or privileged > material. Any review, retransmission, dissemination or other use of, or > taking of any action in reliance upon, this information by persons or > entities other than the intended recipient is prohibited. If you received > this in error, please contact the sender and delete the material from any > computer. This message cannot be guaranteed to be secure or error-free. > > First Republic Bank and its related entities do not take responsibility > for, or accept time-sensitive instructions sent by email including orders, > funds transfer instructions or stop payments on checks. All instructions of > this nature must be handled by direct communication, not email. > > We reserve the right to monitor and review the content of all email > communications sent or received. Emails sent to or from this address may be > stored in accordance with regulatory requirements. > > First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB > __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"
