Hello,
Is there any Possibility of additional parameters with Skills in addition to
Category,Type,Item,Region,Site,Dept(CTI-RSD) ?
For e.g if we want one additional parameter Organization with these 6
parameters. Is there any possibility that the ticket should be routed based on
these 7
Tarun:
Yes you can, as is always the case with ARS
applications (assuming ITSM here). But I am not sure
you really want to.
First you will need to attempt to understand the
curent logic (explained at a high level later), and
still not give up. Often, when you explain how long it
will take, they
Axton makes good point about upgrade. Note that ITSM
7.0 doesn't have the same CTI/RSD scheme.
--- Axton [EMAIL PROTECTED] wrote:
On 5/12/06, Tarun Kumar SHARMA [EMAIL PROTECTED]
wrote:
Hello,
Is there any Possibility of additional parameters
with Skills in addition to
You could use region field to separate organization (goodwill) instead
or region=7 you could put region=goodwill_7
this allows you to use the current structure and workflow to accomplish
the same thing with very little modification
Stephen G.Waller
Senior ARS System Developer /Administrator
Tarun,
I agree with Rabi - it could take some time to implement. Here is how I
implemented it here:
I had a need to determine ahead of time which group or technician would
be auto-assigned a new ticket before submitting it... For two reasons:
On a new ticket before the technician submits it,
--- Heider, Stephen [EMAIL PROTECTED] wrote:
Tarun,
After
creating a number of
test tickets just to see who got auto-assigned I
decided to create a SQL
function that would show me what I wanted without
creating tickets.
It is quite a feat to code the entire logic of 200
autoassignment
Stephen:
Looks cool Stephen. I bet this runs way faster than
200 filters sutffed into a flter guide. If I had built
a SQL function like this, I would be tempted to
disable the 200 filters and use this function instead.
It would be fairly easy, especially because these 200
or so filters run inside
Hey, you guys might want to take a look at the new Remedy Assignment
Engine. It's set up sort of like SLA, in which data-driven rules are
set up to allow very flexible rules on assignment methods and tracks.
I've only played with it a bit this morning, but it seems very nice, and
can work with
8 matches
Mail list logo
