We are deploying ITSM 7.6.03 and primarily setting up the Incident Management module.
One functionality that is new to us is the Incident Ownership process. We have the assignment part working well, however, would like to tweak the incident ownership process if possible. Our primary service desks are set as the Help Desk tier, so they are the owners of everything that they create and save internally or anything that they create and assign to other support groups. All other support groups are set as Tier 1 and whenever they create a case and assign it to another Tier 1 group, the originating group becomes the incident owner. We are looking for 1 of 2 solutions. 1. We would prefer that instead of the originating group becoming the incident owner, the assigned group would become the incident owner. I'm not sure if this is possible or not. If so, is there a place that this can be configured or a certain tier that can be used (ie, going from a Tier 3 group to a Tier 2 group). 2. If this is not possible, is there a place to configure the view in the incident console so that it only shows cases that your groups as the assignee for and not groups you are just the owner of? In the application preferences, there is a spot to configure the overview console to have a Role of Assignee, Owner, and Assignee and/or Owner. That does what we want, but only does it for the Overview console. Is there a place to change this for the Incident Console? _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
