Hi Tim, The end goal, from the requester's view, is to eliminate the currently set process of "Assignment to Individuals". I am in total agreement of getting to this end result; it's just that I feel we could/should accomplish this end result in a different manner. The manager of the group wants to have the ability for his users to be able to filter the Overview Console, to show only incidents assigned to the groups they select. As I mentioned earlier, each individual (30 people) will be in each support group (35 groups). I really hoped I could convince them to use the Product Name as a sorting option in the Overview Console, instead. The reporting could also be done on the Product Name.
Susan Champagne From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Timothy Powell Sent: July-08-14 12:06 PM To: [email protected] Subject: Re: Support Groups: Best Practice? ** What is the end goal of this request? WHY are they wanting 35 groups? Knowing the desired result might help guide some of our thoughts and responses. Tim From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 10:19 AM To: [email protected]<mailto:[email protected]> Subject: Support Groups: Best Practice? ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people, but we used the "Assign to Individual" practice, which is becoming increasingly more difficult as the group grows and as their support model grows. We are now at 7.6.04. I am looking at suggesting that we leave them in one support group, and I would add the "Product Name" field to the assignment notification message, allowing them to determine if the assignment is for them or not. My dilemma is on how to convince them that this would be the best way to proceed. Your input on this matter would be most appreciated. Thank you, Susan Champagne **************************************************************** The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ **************************************************************** The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
