This really goes against best practices; if possible I would push back :) Assigned typically implies "Ownership and/or responsibly" has been established Proper notification goes to the Assigned to Group or Individual Work In Progress implies - Active Work is being performed on the "Issue" that not only has Ownership/Responsibly been established, but the appropriate support group/individual is actually doing something about it. If no additional work can be performed (numerous reasons for this) The Pending/Hold/Awaiting is logical
My .02 Doug -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A Sent: Thursday, March 11, 2010 2:01 PM To: arslist@ARSLIST.ORG Subject: Status = Assigned I've been asked to look into disabling how an Incident status changes to "Assigned" if one support group assigns the ticket to another support group (or person in a different support group). The request from management is that once the incident is in "work in progress" status, it should stay that way regardless of support team re-assignment. ARS7.1 / ITSM 7.0.03 Is this possible?? Marcelo Martinez _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
