01-16-2013 01:39 AM
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
Solved! Go to Solution.
01-16-2013 02:22 AM
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:
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.
01-16-2013 02:25 AM
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.
01-16-2013 03:28 AM
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
01-16-2013 05:30 AM
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.