We didn't like this as well, when migrated to ITSM 7.6 little over a year ago.
I did:
Added assignment rule for Incident Owner to be Help Desk. Could be multiple
based on your location and org structure. We have one central help desk that
answear all calls and forward/escalate incidents, so this gives access to the
ticket even when ticket not assigned to them any more. (you may already got
this step done)
Updated workflow that prepares logic for EXTERNAL command on HPD:Incident
Management Console taking out ownership portion. Since Help Desk already set as
an owner for each incident there is no need for them to see any of those and
they can search for specific incident if there is a need to update it.
Disable "HPD:COI:BuildQualification_100_Owner" active link
Update last set field action in
"HPD:COI:ConsoleView_200_PersonalAssigneeOwner-G" active link changint it from
(((((((
to(
When renaming/preserving the original workflow, keep in mind that both active
links are part of the guide.
This been working great for as.
"("+ $z1D TableQual02$) + ")""(("+ $z1D TableQual02$) + ")") + " OR ") + "(")
+ "'Owner Login ID'") + "=") + """$USER$""") + "))"
From: strauss <[email protected]>
To: [email protected]
Sent: Thursday, October 13, 2011 3:53 PM
Subject: Re: Incident Management Console/Incident Ownership Process
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?
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