First, you will have to create an assignment rule to match each company and categorization that you want to trap for, and set that rule to route to a specific Assignment Group. You will need a second rule just like it to set Owner Group. Like all previous versions of ITSM, you still have to submit the Incident for the rules to run - there is no _obvious_ pre-assignment process.
In ITSM 7.0 there actually IS a hidden pre-assignment process going on, IF you use the Process Flow bar and the Create (Simple) view of HPD:Help Desk to create the incident; a filter guide is fired to test the auto assignment, and if it fails then the manual assignment tab on the Create (Simple) view is unhidden to prompt you for manual assignment. It only takes a little bit of customization to force this to ALWAYS display the pre-assignment Group values in a dialog box and ask the user if they want to accept it or go to manual assignment. If you are working in the default multi-tab view of the Incident form, however, this routine is not called by default - the rules only run on Submit. Hint: turn on active link AND filter logging while creating an Incident from the process flow bar, and you will capture the pre-assignment workflow as it runs. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Gianluca Nieri Sent: Thursday, November 26, 2009 1:03 AM To: [email protected] Subject: Problems with Assignment in Inciden 7.3 ** Hi, which is the best way to have automatically assigned a ticket after compiling the Operational Categorization? Now I have to go to the Assignment Tab, select Auto-Assign and then click on Select... which is the best way to automate this? Thanks, Gian _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
