Hi Rod ~ First let me say that there are two known issues related to this open for BMC to fix:
SW00269521 People "Open Tickets" count not updating correctly SW00275463 Only < "Resolved" s/b included in Open Ticket count That aside, I had to address several aspects for this to work: * Set minimum attribute on Number Ticket Assigned field to "0" so the number wouldn't be negative * Created a temporary escalation to fix the Number Ticket Assigned count in the CTM:People form * Modified existing workflow to ensure that reassigned and closed tickets were being updated appropriately o Disabled filter, HPD:INC:UpdateAssignmentTicketCount_ReAssign_010, and duplicated with the following modified Run If: (( 'Assignee Login ID' != 'DB.Assignee Login ID') OR ( 'Assignee' != 'DB.Assignee')) AND ( 'DB.Status' < "Resolved") o Disabled filter, HPD:INC:UpdateAssignmentTicketCount_ReAssign_011, and duplicated with the following modified Run If: ( 'z1D_Previous Assignee Login ID' != $NULL$ ) AND ( 'DB.Status' < "Resolved") AND (( 'Assignee Login ID' != 'DB.Assignee Login ID') OR ( 'Assignee' != 'DB.Assignee')) o Disabled filter, HPD:INC:UpdateAssignmentTicketCount_TicketClosed_013, and duplicated with the Run If modified to query "Resolved" rather than "Closed" status incidents. Didn't make sense that only those tickets moved to "Closed" status would decrement the query. * Created new filter to ensure reopened incidents increment Number Ticket Assigned appropriately (this was a byproduct of modifying the HPD:INC:UpdateAssignmentTicketCount_TicketClosed_013 filter) I tested in lab and found that the number was still getting skewed somehow and since I wasn't entirely sure how it was happening, I left the escalation on and I currently have it running every several hours to fix the count, since it doesn't appear to be a rampant problem (still scratching my head over this). I hate going the escalation-fix route but my users were definitely chomping at the bit for the auto-assignment so I've bit the bullet for now and will revisit at some point. I also created custom assignment rules but it looks like you probably already have that under control. If not, refer to the March 2009 ARSLIST thread, ITSM individual assignment process by assigned group rather than by company. Big "THANK YOU" to Doug Blair for his help on the auto-assignment part - I'm not sure I thanked you previously! I hope this helps you, Rod! From: Rod Harris [mailto:[email protected]] Sent: Tuesday, May 05, 2009 1:51 AM To: [email protected] Cc: Muhlethaler, Laurie Subject: Re: Open Ticket Counts 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. 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