On point 1., design your assignment rules that set Ownership however you want; don't accept the default behaviors.
On point 2., this was changed somewhere between ITSM 7.0 and 7.6.x to where it is impossible to easily filter out the Ownership-only records. It is HUGE problem for us in our 7.6.04.01 system upgraded from 7.0.03.009. Our faculty/staff customers are organized into over a dozen Support Organizations and Departments under a Customer Company, with distributed support units configured as their desktop support (students are supported by the central helpdesk). Assignment Rules set Ownership to the local support for all Incidents for faculty/staff, even if the Incident is assigned to a central support entity for action, since in most cases the customer expects their local distributed support to be aware of their problem. In the 7.0 Incident Console there was a toggle between Assigned and Ownership that kept Ownership-only tickets hidden until you wanted to look at them; switching back and forth was easy. No longer; this was removed by someone without a clue when the 7.6 Incident Consoles were re-designed; when we webexed with BMC to show them the problem, they were stunned to see over a hundred ownership-only requests in the helpdesk consoles, where there were less than a dozen actual assigned, open tickets. The OOTB filters are useless for controlling this, and the custom filters are barely usable as you have to write VERY long and complex Boolean queries (that drive the mid-tier nuts if they are in error) and must be added by each individual on their support account. We have had an issue open on this since before we went live but have gotten nowhere with it. BMC wants to say that it is as designed; I say they broke the functionality present in 7.0 and I want it back. If it is "as designed," it is lousy design with blinders on. We are close to the point where I will be forced to customize the consoles to restore the toggle to hide Ownership-only records. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Jeff Sent: Thursday, October 13, 2011 3:39 PM To: [email protected] Subject: Incident Management Console/Incident Ownership Process 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
