We had the same issue. We ended up making new "managed searches" on the console for assigned (not owned). Certainly not ideal, but it seems to be an acceptable work around for my people
Anne Ramey *********************************** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of strauss Sent: Monday, August 08, 2011 1:18 PM To: [email protected] Subject: Incident Management Console 7.6.04 ** We have only had ITSM 7.6.04 in production for a few hours, and the universal assessment from our users has been unanimous; the new Incident Console (insert appropriate string of expletives here). The fact that it is now impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is a HUGE step backwards. We opened an issue with BMC during testing, but you can imagine where that will go. We already knew that this would happen from our test users' reactions, but it is really baffling the folks who skipped testing. Someone from our desktop support (which is on a different campus) showed up at the helpdesk this morning, thinking that they needed to work on an Incident that was in fact only Owned by them; it was Assigned to the helpdesk and they were working it. The helpdesk is the most heavily impacted, since they are the Owner Group for ALL students (~37,000 of them) and ANY Incident opened on behalf of a student, by any support group, and assigned to any support group (like the Library helpdesk), shows up in their console intermingled with the Incidents that are actually assigned to them. It's more like they are overwhelming the incidents that are actually assigned to them, by 10 or more to one (it is currently 5 assigned versus 59 owned). Just wait until the semester starts!! I did unhide the Assigned Group And Owner Group columns in the console before we went live, which helps a little because you can sort them, but it is still a mess. The helpdesk manager spent several days during testing trying every possible filter available in the console, to no avail. I guess I will be restoring the 7.0 Role selection function and it's workflow to the 7.6.04 system sometime soon; very soon. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
