Support Groups in one ITSM Module
Hi All - We have some support teams that share their incident queues but not their change queues. Is it possible to have a support team only in Change Problem but not in Incident? We have setup our assignment mappings to the correct shared queue but people are manually assigning to the non-shared queues (the shared queues are on call queues too that will send a page to someone when a ticket is assigned there). We also have one team that wants to assign all their incidents to a location based queue but all their Problems Changes to a single queue. ARS 7.1 p 6 ITSM 7.0.3 p 9 Window 2003 MS SQ 2005 IIS/Tomcat RKM 7.2 p 2 MidTier 7.1 p 6 Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org 1120 Building tel: 503-415-5149 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Support Groups in one ITSM Module
The only way I know to restrict queues to certain groups is with multi-tenancy, and if you haven't already implemented it you probably cannot change it now - it's a sea change for the entire application. If your non-shared queue only exists in one company, no support staff homed in other companies will be able to see it to manually select it unless they are explicitly given access to that company. We put all of the shared queues (ALL support staff can see them) in a separate Ticket Transfer company, to which all support staff are given access. The support group queues in the separate operational companies are ONLY visible to the internal company members. If we need to have two groups homed in different companies collaborating on a process in a shared queue, we will make a third company with one support org and one support group. The members of the two groups that need to collaborate must be given access to this third company, and be given permissions and roles in that company in order to use the new queue. Note that you have to create at least one new user account homed in the new operational company - it can be a dummy account -the workflow for creating the operational company enforces this. Even with multi-tenancy, I have not seen where you can differentiate between which application you are using in a given support group queue. If you have application permissions to Incident Management, and access to the operational company that contains the support group queue in question, you will be able to see it and assign Incidents to it manually, even though you only wanted it to be used for Change Requests. When you set up assignment rules, you should be able to build separate ones for Incident, Problem, and Change based on the selected applications in the Available Systems section of the assignment configuration record. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS Sent: Friday, October 09, 2009 11:43 AM To: arslist@ARSLIST.ORG Subject: Support Groups in one ITSM Module ** Hi All - We have some support teams that share their incident queues but not their change queues. Is it possible to have a support team only in Change Problem but not in Incident? We have setup our assignment mappings to the correct shared queue but people are manually assigning to the non-shared queues (the shared queues are on call queues too that will send a page to someone when a ticket is assigned there). We also have one team that wants to assign all their incidents to a location based queue but all their Problems Changes to a single queue. ARS 7.1 p 6 ITSM 7.0.3 p 9 Window 2003 MS SQ 2005 IIS/Tomcat RKM 7.2 p 2 MidTier 7.1 p 6 Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org mailto:cparge...@lhs.org 1120 Building tel: 503-415-5149 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Support Groups in one ITSM Module
I did setup the assignment mapping records the way we want. But our people like to manually assign and are picking the non-shared queues and putting in critical tickets that the teams are not seeing since only the shared queue is the one that pages. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Friday, October 09, 2009 10:43 AM To: arslist@ARSLIST.ORG Subject: Re: Support Groups in one ITSM Module ** The only way I know to restrict queues to certain groups is with multi-tenancy, and if you haven't already implemented it you probably cannot change it now - it's a sea change for the entire application. If your non-shared queue only exists in one company, no support staff homed in other companies will be able to see it to manually select it unless they are explicitly given access to that company. We put all of the shared queues (ALL support staff can see them) in a separate Ticket Transfer company, to which all support staff are given access. The support group queues in the separate operational companies are ONLY visible to the internal company members. If we need to have two groups homed in different companies collaborating on a process in a shared queue, we will make a third company with one support org and one support group. The members of the two groups that need to collaborate must be given access to this third company, and be given permissions and roles in that company in order to use the new queue. Note that you have to create at least one new user account homed in the new operational company - it can be a dummy account -the workflow for creating the operational company enforces this. Even with multi-tenancy, I have not seen where you can differentiate between which application you are using in a given support group queue. If you have application permissions to Incident Management, and access to the operational company that contains the support group queue in question, you will be able to see it and assign Incidents to it manually, even though you only wanted it to be used for Change Requests. When you set up assignment rules, you should be able to build separate ones for Incident, Problem, and Change based on the selected applications in the Available Systems section of the assignment configuration record. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS Sent: Friday, October 09, 2009 11:43 AM To: arslist@ARSLIST.ORG Subject: Support Groups in one ITSM Module ** Hi All - We have some support teams that share their incident queues but not their change queues. Is it possible to have a support team only in Change Problem but not in Incident? We have setup our assignment mappings to the correct shared queue but people are manually assigning to the non-shared queues (the shared queues are on call queues too that will send a page to someone when a ticket is assigned there). We also have one team that wants to assign all their incidents to a location based queue but all their Problems Changes to a single queue. ARS 7.1 p 6 ITSM 7.0.3 p 9 Window 2003 MS SQ 2005 IIS/Tomcat RKM 7.2 p 2 MidTier 7.1 p 6 Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org 1120 Building tel: 503-415-5149 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Support Groups in one ITSM Module
Christie, We're experiencing a similar issue and off the top of my head, I've been thinking about modifying the search menus that are used in those modules to exclude the support group that I don't want or vice versa. I haven't tested it yet though and it would be interesting to see what others have done. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS Sent: Friday, October 09, 2009 12:43 PM To: arslist@ARSLIST.ORG Subject: Support Groups in one ITSM Module ** Hi All - We have some support teams that share their incident queues but not their change queues. Is it possible to have a support team only in Change Problem but not in Incident? We have setup our assignment mappings to the correct shared queue but people are manually assigning to the non-shared queues (the shared queues are on call queues too that will send a page to someone when a ticket is assigned there). We also have one team that wants to assign all their incidents to a location based queue but all their Problems Changes to a single queue. ARS 7.1 p 6 ITSM 7.0.3 p 9 Window 2003 MS SQ 2005 IIS/Tomcat RKM 7.2 p 2 MidTier 7.1 p 6 Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org 1120 Building tel: 503-415-5149 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
