I've got kind of a theoretical/process oriented question regarding the problem management process as implemented in the Remedy Problem Mgt module. In the tool, workflow enforces that an assignee (or assigned group member) cannot update the PBI until it is moved to an "Under Investigation" status. However, the Problem Coordinator cannot simply assign to a group and move to "Under Investigation"... the coordinator is forced to assign an individual (or let the assignment engine do it). This workflow basically prevents a "queue" mentality where items are assigned to the group and picked up by available group members or assigned out by a queue manager. Our issue is the Problem Coordinator does not have intimate knowledge of the support groups availability/skill sets so is forced to contact the group manager or a SME to find out the appropriate assignee which introduces a lot of additional manual communication efforts that would be alleviated if he could simply assign to the Support Group and let them manage it from there and pick their own assignee. Anyone encountered this and what did you come up with in terms of a process/workaround? Thanks. Nathan
Nathan Aker ITSM Solution Architect McAfee, Inc. 5000 Headquarters Drive Plano, TX 75024 Direct: 972.963.7611 Mobile: 469.644.7402 Web:www.mcafee.com<http://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com> [cid:image001.jpg@01CC2113.55233E10] The information contained in this email message may be privileged, confidential and protected from disclosure. If you are not the intended recipient, any review, dissemination, distribution or copying is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete the message and any attachments. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
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