Re: Assignment groups - sizing
My experience: We have a customer with one assignment group (Support Group) with about 120 members. We had faced slow behavior in Notification Engine when triggering Group Assignment Notification Event for Incident Management. Also we had some troubles using Approval Process in Change Management with same aasignment group, there´s a hidden field who stores all user names for approvers i.e USER1;USER2;;USERn That field couldn´t store all usernames for that group, stored about 30-35 usernames. Obviously depends on how long could be usernames. Also Approval Engine faced some slow behavior when processing Approval Notifications and Approvals, i.e when moving from Request for Authorization to Request for Change within an Change Review Approval Phase, Approval Notifications were sent about five minutes after modifying Change Status to Request for Authorization, and when all approvers had to approve in Approval Central, change ticket took about 3-5 minutes (average time) to move to Request for Change. Finally we had to suggest customer to divide that assignment group. Customer uses ARS 7.1 HTH, Alejandro De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] En nombre de John Sundberg Enviado el: Jueves, 14 de Julio de 2011 16:26 Para: arslist@ARSLIST.ORG Asunto: Assignment groups - sizing ** What is a normal size for an assignment group??? I am thinking 20... Do people have any assignment groups 100 members. And if so -- how is that working? Are you putting it into a queue -- and let anybody pull it out -- or are you assigning it to an indiv in the group? Thanks in advance, -John -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.comhttp://www.kineticdata.com/ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Assignment groups - sizing
I am running ARS 6.3 and start to see slowness with the Group Assignment Notification at about 60 users. One way I have kept the numbers lower is by splitting groups assignments and queue access. Many users want access to a ticket queue but don't want emails and don't want tickets assigned to them. In general managers who need to get to information quickly but are not working tickets. The queue has a group menu where the users can select a group and those tickets are displayed. I can do this because tickets are not segregated by group (e.g. Assignee Group). Cuts down on the number of groups one person is assigned. It also allows me to deploy a universal queue rather than building a new whenever a new group is created. Hope this helps. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Alejandro Canon Sent: Thursday, July 21, 2011 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: Assignment groups - sizing ** My experience: We have a customer with one assignment group (Support Group) with about 120 members. We had faced slow behavior in Notification Engine when triggering Group Assignment Notification Event for Incident Management. Also we had some troubles using Approval Process in Change Management with same aasignment group, there´s a hidden field who stores all user names for approvers i.e USER1;USER2;;USERn That field couldn´t store all usernames for that group, stored about 30-35 usernames. Obviously depends on how long could be usernames. Also Approval Engine faced some slow behavior when processing Approval Notifications and Approvals, i.e when moving from Request for Authorization to Request for Change within an Change Review Approval Phase, Approval Notifications were sent about five minutes after modifying Change Status to Request for Authorization, and when all approvers had to approve in Approval Central, change ticket took about 3-5 minutes (average time) to move to Request for Change. Finally we had to suggest customer to divide that assignment group. Customer uses ARS 7.1 HTH, Alejandro De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] En nombre de John Sundberg Enviado el: Jueves, 14 de Julio de 2011 16:26 Para: arslist@ARSLIST.ORG Asunto: Assignment groups - sizing ** What is a normal size for an assignment group??? I am thinking 20... Do people have any assignment groups 100 members. And if so -- how is that working? Are you putting it into a queue -- and let anybody pull it out -- or are you assigning it to an indiv in the group? Thanks in advance, -John -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.comhttp://www.kineticdata.com/ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Assignment groups - sizing
What is a normal size for an assignment group??? I am thinking 20... Do people have any assignment groups 100 members. And if so -- how is that working? Are you putting it into a queue -- and let anybody pull it out -- or are you assigning it to an indiv in the group? Thanks in advance, -John -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Assignment groups - sizing
There is a limit of the number of people within an assignment group based on a character field that contains a list of all usernames in the group, so it varies by the length of your user's login names rather than the number of users. We have run into that because we have a requirement that our business users need access to actually view the Change Requests that they are approving. I tried making the data that appears on Approval Central more detailed, but it was insufficient so instead we set up groups called Business Approvers and Business Approvers 2 that our non-I.T. approvers are put into and set up as Support Staff. For actual support, I would think that you would definitely have to do round robin if you've got more than twenty or so people in that group (although even twenty is kind of pushing it in my opinion.) Since my large groups are never assigned anything, it's just there to meet the system's requirement that people with access to the system are support staff, and support staff have to be in groups. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Thursday, July 14, 2011 3:26 PM To: arslist@ARSLIST.ORG Subject: Assignment groups - sizing ** What is a normal size for an assignment group??? I am thinking 20... Do people have any assignment groups 100 members. And if so -- how is that working? Are you putting it into a queue -- and let anybody pull it out -- or are you assigning it to an indiv in the group? Thanks in advance, -John -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.comhttp://www.kineticdata.com/ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
