Hi Pietro, The three methods that you have described are the algorithms the assignment engine uses to choose an assignee. An assignment method (rule) is the one that has a qualification which will fetch a set of assignees from a given table(assignee Table). The assignment engine uses one of the above mentioned algorithms to choose one assignee from the set.
To solve your problem you need to write, 1. A rule that will describe your criteria. You will write the qualification here that tells your business need. Herein you will choose the algorithm (RR or capacity or number). 2. A new assignment process wherein the Request form would be HPD:Help_Desk. I hope this will help you. Regards, Adhwari Kulkarni -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of [email protected] Sent: 09 July 2013 18:16 To: [email protected] Subject: R: Re: Define a new "Assignment Method". Hi Ryan, Thank you for your reply. I try to explain... I'd like to activate the method on the HPD:Help_Desk form , in the selection of the support group's Assignee. Now the system does not select automatically an Assignee, and we thought to automatize the selection of Assignee at the some time of Ticket save. I hope I was sufficient clear , if you need more info please ask. Thanks in advance. Pietro >----Messaggio originale---- >Da: [email protected] >Data: 9-lug-2013 14.18 >A: <[email protected]> >Ogg: Re: Define a new "Assignment Method". > >Hi Team Remedy, > >There is always a way :) > >In order to do what you are speaking of....Try using the following documentation link as a guide to adding your own assignment process and associated rules: > >https://docs.bmc. com/docs/display/public/ars8000/Integrating+the+BMC+Remedy+Assignment+Engine+into+an+application > >Hope this helps :) > >Regards, >Ryan. > > >-----Original Message----- >From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST. ORG] On Behalf Of Team Remedy >Sent: Tuesday, July 09, 2013 6:21 AM >To: [email protected] >Subject: Define a new "Assignment Method". > >Hi all, >do you think that it's possible to define a new kind of "Assignment Method"? > >Now, there are three methods which are used by assignment engine for >auto individual assignment >Round Robin >Capacity based >Number Based >I would like to create a customized method, in order to use it in >"Assignment Rule" task. >thanks in advance. >Pietro > >My instance : >Ar Server 7.1.00 Patch 011 201007230200 Mit Tier Version 7.6.04 SP4 >201209051922 Service Desk 7.0 > >_______________________________________________________________________ >________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >"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" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "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"
