Here is more information related to this topic in case you want pursue this.
I was not able to find this information in the latest online documentation
so Iam copying from my saved notes from earlier 7.6.03 PDF documentation.
So not sure if they changed this logic recently.
If I remember correctly an open incident can always be updated by members
of either Assignee Group or Owner Group.
The default OOTB logic I think is who ever creates the ticket that group
becomes the owner group.
So they always retain the ability to modify the ticket.
Exception: Except if SupportGroup of type HelpDesk is involved.
If a ticket is created by or assigned to HelpDesk they always
retain the ownership of the ticket and users have to contact them to update
the ticket unless they are part of the Assignee Group.
Example:
Support Group Name|Type|Member
SG_A|HelpDesk|PersonA
SG_B|Tier2|PersonB
SG_C|Tier3|PersonA
If A creates an incdient the ownergroup of the incident is SG_A
If B creates an incidnet and assignes to SG_A ownergroup is SG_A
If B creates an incident and assigns to C, SG_B becomes the Ownergroup.
You can setup custom ownership rules or modify OOTB filters for changing
Ownership to suit
your company needs.
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Hi Patchsk,
Thank you for your email.
I have it set up so that our call center is the owner of all incidents. The
issue is other groups like to grab tickets rather than wait which was the
old practice. Your comments about tier 1 and ownership is interesting and I
will need to read into that one.
Mark
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I think it is to protect the data security.
In one of the organization I worked HR usually creates tickets ahead of
time to helpdesk to revoke systems access to employees they would fire in
the next couple of days. So this kind of data security makes sense.
When we went live with ITSM 7.6.03 we got this sort of complaints from two
kinds scenarios.
1. Call center lost the ability to update tickets.
2. Ticket submitters lost the ability to update the ticket with more
details once they assign it to a different group.
For 1) We made call center folks to be Incident Masters. That was the only
OOTB option available.
In that organization The call center should be able to update tickets
assigend to or owned by anyone in the organization.
Because they get frequent calls about status updates they tend to put that
in the work logs or change priority.
For 2) We circumvented the second problem by making all Support Groups to
Tier1 in the support group form.
I think OOTB when a tier1 group creates a ticket and assigns to a
different tier1 group,the submitted tier1 group becomes the
owner group of that ticket. There is some matrix in the
incident documentationd describing that.
ITSM OOTB allows people belong to either owner group or
assignee group to be able to make updates.
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