ARS 7.1p7
ITSM 7.0.3p8
Want to configure Incident Management so that who ever enters a ticket their
default support group becomes the Incident Owner. There is currently only
one Assignment record for Incident Owner that sets all tickets to be owned
by one group . we are not running under
: Wednesday, October 26, 2011 1:42 PM
To: arslist@ARSLIST.ORG
Subject: Incident Owner Team
**
ARS 7.1p7
ITSM 7.0.3p8
Want to configure Incident Management so that who ever enters a ticket their
default support group becomes the Incident Owner. There is currently only one
Assignment record for Incident
and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Siddiqi, Wirasat (Contractor)
Sent: Monday, April 25, 2011 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Owner
**
Apart
I am seeing something I am not sure I believe. In IM 7.5, the Incident
Owner fields appear to be pre-populating with the information from the
initial Assignee. According to ITIL, this should be the Submitter at the
Service Desk (assuming that isn't the End User). Am I missing something?
Rick
Subject: Incident Owner
** I am seeing something I am not sure I believe. In IM 7.5, the Incident
Owner fields appear to be pre-populating with the information from the
initial Assignee. According to ITIL, this should be the Submitter at the
Service Desk (assuming that isn't the End User). Am I
and is data driven. In my experience,
I set this to the service desk group.
Kind regards
Danny
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
*Sent:* 25 April 2011 18:17
*To:* arslist@ARSLIST.ORG
*Subject:* Incident Owner
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, April 25, 2011 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Owner
** Hmmm...we are currently using an all
Hi,
Its not the assignment engine. That only assigns within a group to the
actual person. Depending on the version of ITSM, you open the Application
Administration Console Custom tab Foundation Configure Assignments
There you will see a menu at the top. Select Incident Owner
We are in 7.6 and
IM sets the incident owner as follows:
Scenario: If person A from Group A submits and assigns the ticket to
person B in support Group B
Incident owner is A if Group A has the helpdesk role.
Incident owner is B if Group A does not have helpdesk role and
Group B has
Yep, Strauss is right - you have to define a -global- assignment rule
for Incident Owner
Regards,
Andrew Goodall
Software Engineer 2 | Development Services | jcpenney . www.jcp.com
http://www.jcp.com/
From: Action Request System discussion list
of ITSM, you open the Application
Administration Console Custom tab Foundation Configure Assignments
There you will see a menu at the top. Select Incident Owner, then on the
right you select the group, and in this case you select the service desk
group. Then below, you select the customer
, Capgemini, Logica etc etc
Kind regards
Danny
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: 25 April 2011 18:42
To: arslist@ARSLIST.ORG
Subject: Re: Incident Owner
** Thanks, Danny, that's what I was missing!
Appreciate
Kind regards
Danny
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
*Sent:* 25 April 2011 18:42
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Incident Owner
** Thanks, Danny, that's what I was missing!
Appreciate the help, all
Apart from the assignment configuration, incident owner depends upon the role
of the support group too. It is well explained in Incident Management user
guide on page 62
Thanks,
Wirasat
From: Action Request System discussion list(ARSList)
[mailto:arslist
I've got a question about Incident Owner assignment in ITSM 7.0.3. I've done
some testing and read through the documentation and postings about this on
ARSList but I have reached two conclusions that I wanted to get some
feedback on from the list membership.
First, the Incident Owner
,
Chuck Baldi
On Fri, Feb 6, 2009 at 11:25 AM, J.T. Shyman jshy...@columnit.com wrote:
**
I've got a question about Incident Owner assignment in ITSM 7.0.3. I've
done some testing and read through the documentation and postings about this
on ARSList but I have reached two conclusions that I
, February 06, 2009 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Owner - ITSM 7.0.3 p8
**
To your first question, your observation is correct. The order of Owner
assignment appears to be:
1. If user has entered a value for Owner, use it
2. If there is an Owner rule in CFG:Assignment
Hi,
In ITSM 7, I can set autoassignment rules for Assignee
group or Owner group of Incidents. (on CFG:Assignment
form)
However, for Owner Group, there is also a detailed
statement in the User Guide about how the Owner Group
is picked by the system based on what kind of group is
submitting the
The OOB workflow first checks to see if an assignment rule is in the
CFG:Assignment form (Event=Incident Owner). If not, then it chooses a
default based on the submitter/assigned group rules.
Regards,
Chuck Baldi
On Thu, Jan 22, 2009 at 12:11 PM, Rabi Tripathi ars_l...@yahoo.com wrote:
Hi
rule is in the
CFG:Assignment form (Event=Incident Owner). If not,
then it chooses a
default based on the submitter/assigned group rules.
Regards,
Chuck Baldi
On Thu, Jan 22, 2009 at 12:11 PM, Rabi Tripathi
ars_l...@yahoo.com wrote:
Hi,
In ITSM 7, I can set autoassignment rules
://itsm.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: Thursday, January 22, 2009 11:12 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7: Incident Owner Set Based on Autoassignment Rule or
Based on Submitter
Rabi,
The ITSM 7.x Configuration Guide focuses on the support group assignment, so
not much help until you notice the Assignment Events table where it
explains the Incident Owner event. Then it is trial and error but not to
bad.
Regards,
Chuck Baldi
On Thu, Jan 22, 2009 at 1:21 PM, Rabi
The structure of the Help Desk here is that the person (Tier 1) taking the
call will, most of the time, resolve the issue. Only about 30% have to be
escalated and assigned outside the Help Desk.
So what configuration settings do I make in IM/PM 7.0.2 P3 to allow that
scenario to happen? The
The Incident User cannot re-assign to another group you have to give them
Incident Master at a minimum.
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wed, 16 May 2007 7:17 PM
Subject: Incident Owner = Incident Assignee
**
The structure of the Help Desk
Subject: Incident Owner = Incident Assignee
**
The structure of the Help Desk here is that the person (Tier 1) taking the
call will, most of the time, resolve the issue. Only about 30% have to be
escalated and assigned outside the Help Desk.
So what configuration settings do I make in IM/PM
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