Re: Assignment group changes when IM is resolved (285 Views)
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Trusted Contributor
support 2011
Posts: 673
Registered: ‎03-25-2011
Message 1 of 6 (292 Views)
Accepted Solution

Assignment group changes when IM is resolved

Hi,

 

I am facing sudden strange issue .

I assign the Incident (IMxxxx) to a certain group . But as soon as I resolve the Im the assignment group changes to "Service Desk 1st Line"

 

Why it happens . Can anyone plz help

 

Thanks

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Respected Contributor
Kelalek2
Posts: 180
Registered: ‎08-05-2011
Message 2 of 6 (286 Views)

Re: Assignment group changes when IM is resolved

Hmm...it's not a strange issue, that sounds how the system works OOB? What kind of behaviour did you expect?

 

---

 

If you want to alter it, please format control "IM.close.incident" and check its "Calculation" tab. Find a following calculation:

 

update: true

calculation: if (status in $file="resolved") then (assignment in $file=nullsub(open.group in $file, $lo.home.assignment))

 

You've to set value in update to "false" to prohibit calculation to change IM ticket assignment group changes.

 

And if you want just to change the group which receives resolved tickets, please see System Adm. > Ongoing Mainten. > Environment Recs > Service Desk Environment and change Service Desk Group to suite your taste.

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Respected Contributor
Kelalek2
Posts: 180
Registered: ‎08-05-2011
Message 3 of 6 (285 Views)

Re: Assignment group changes when IM is resolved

And I forgot: usually the reason IM tickets are returned back to Service Desk refers to ITSM concepts called "closed loop" and "single point of contact". 

 

Instead of every specialist taking care of customer service and interacting with them, IT sector often uses Service Desk function to deal with the customers and communicating with them.

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Trusted Contributor
support 2011
Posts: 673
Registered: ‎03-25-2011
Message 4 of 6 (280 Views)

Re: Assignment group changes when IM is resolved

Hi,

Thanks for tour prompt reply.

 

here what I was facing the issue:

1. I am opening an SDxxxx (Interaction) and relating an IMxxxx (Incident) to it, assigning to the respective group.

2. Till the IMxxxx is not resolved, the assignment group remains ok, but as soon as IMxxxx is resolved the assignment group changes to "Service Desk 1st line"

3. This auto change is not required as we want a report how many IM's were resolved w.r.t each group

 

Thanks

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Trusted Contributor
hansmaulwurf
Posts: 201
Registered: ‎07-12-2011
Message 5 of 6 (268 Views)

Re: Assignment group changes when IM is resolved

If you don´t want to forward tickets to the Service Desk adapt the mentioned calculation.

What keep the funcionality OOB and additionally save the group which resolved the incident in a seperate field (e.g. resolvedbygrp). Can be done by calculation too.

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Trusted Contributor
support 2011
Posts: 673
Registered: ‎03-25-2011
Message 6 of 6 (264 Views)

Re: Assignment group changes when IM is resolved

Thanks a lot . I changed to false in IM.close.incident in format control

It worked.

 

THANKS

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