Hi, It looks like you have one of two approaches to the responsibilty: "nobody is responsible for anything" or "everybody is responsible for everything" ;) In both cases it's enough to have one Support Group. Why to need more if it's impossible to get reasonable metrics/reports?
On the other hand, users probably just ignore the need for proper incident assignment (too many groups confuses?) and that's the issue rather for managers/process owners then developers. I think Steve is right, the question is - why are users updating someone else's tickets? Ark 2013/2/27 Brittain, Mark <[email protected]> > ** > > Hi All,**** > > ** ** > > This winter we started moving to ITSM 7.6.04 from ARS 6.3 which completely > custom applications. On the Incident and Change all of the fields had the > Public permission. Anyone could update any Incident or Change regardless of > assignment.**** > > ** ** > > BMC designed ITSM to be much much more restrictive where you need to right > Support Group and/or Functional Role to be able to modify an Incident or > Change. So I am getting a lot of complaints from users about this. > Incident is assigned to Joe, and Bill worked the issue and can’t > update/close the Incident because he is not in Joe’s group.**** > > ** ** > > That’s how ITSM works is not really a good answer. I need to be able to > explain why. Is there a BMC/ITIL document or white paper that explains why > the permissions are this why?**** > > ** ** > > Thanks**** > > Mark **** > > ** ** > > *Mark Brittain* > > Remedy Developer**** > > ITILv3 Foundation**** > > *NaviSite – **A Time Warner Cable Company* > > [email protected]**** > > Office: 315-453-2912 x5335**** > > Mobile: 315-882.5360**** > > ** ** > > ------------------------------ > This e-mail is the property of NaviSite, Inc. It is intended only for the > person or entity to which it is addressed and may contain information that > is privileged, confidential, or otherwise protected from disclosure. > Distribution or copying of this e-mail, or the information contained > herein, to anyone other than the intended recipient is prohibited. > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
