Hi Mike, Actually, if you do a search for a form called "Assignment Engine Administration". It is a very cool form that they do not really tell you about. We have tested it out here and it seems to work. But you can add qualifications to what groups get auto-assignment rules.
Greg -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Hocks, Mike (DOT) Sent: Friday, April 20, 2012 10:31 AM To: [email protected] Subject: Re: Support Group Assignment Thanks a lot for the feedback, hopefully they include this functionality in 7.7 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Garrison, Sean (Norcross) Sent: Friday, April 20, 2012 10:24 AM To: [email protected] Subject: Re: Support Group Assignment We are on 7.6 of ITSM with a 7.5 backend application server. Out of the box there is no way to do this at the support group level (that I am aware of). A third party app like alarm point may help you with your particular need. There are configurations you can make at the company/multi-tenancy (sp?) level. For each company you can set whether support groups within each application are round robin, load balanced, or capacity. Not sure if that has changed in later versions ... Sean -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Hocks, Mike (DOT) Sent: Friday, April 20, 2012 11:03 AM To: [email protected] Subject: Re: Support Group Assignment We are running 7.6.04 with a SQL backend -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of pritch Sent: Friday, April 20, 2012 10:02 AM To: [email protected] Subject: Re: Support Group Assignment what version are you on? ----- Original Message ----- From: "Mike Hocks" <[email protected]> To: [email protected] Sent: Friday, April 20, 2012 10:59:47 AM Subject: Support Group Assignment Is there a way to configure Incident Assignment Rules (i.e. Round Robin) for some Support Groups and not others? For example, we want our Service Desk Tier 1 Support Group to leverage a Round Robin Assignment Rule but the Tier 2 Support Group would have no Incident Assignment Rules, and incident assignment would be handled manually. Thanks, -Mike _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
