Re: Help Desk

I'm trying to track down alternatives for correcting the errors that creep in
when using both 'associate skills with individual' and 'associate skills with
group'. And am beginning to think use of this "feature" is a mistake.

How do you handle the discrepancies that creep in when you have a mix of groups
with skills and a few 'specialists' in other groups that also cover those
skills? or groups in which only half the staff have a certain skill?

I've found two types of problems:

a) confusion by the help desk staff on how to assign a request to an individual
... sometimes "pick the group then look for the individual" but other times
"leave the group blank and look for the individual". They can't quite "get" the
explanation that "you can't just get a list of everyone qualified"

b) "losing" performance history for requests assigned based on individual rather
than group skills ... generating performance reports by Group excludes the
requests handled by a person in the group if based on individual skills

Does anyone on the list have a good perspective on these issues? Are there any
workarounds?

For the latter case, I've been thinking of an AL or filter which automatically
fills in a Group based on the individual's association -- and which does not
validate against the Category/Type/Item, but have no ideas on the menu ...

Thanks

Regards,
Carolyn

I do not know if this helps, but we have our Individuals or groups assigned
based on category, Type and Item. If you have more then one person getting
an assignment then we put them in a group. In the Remedy Service Console we
ahve three additional tables. One for Individual assignments for HD tickets,
one Individual assignments for CM and the third is the gorup table, which
shows everything that is assigned to the group you are in. This way the
person or group knows thay have a ticket. If a ticket goes to the group, A
person in that group opens the ticket, and there is a field called
"Supervisor"(DB name) which list the people in that group. If you need to
assign it to another person or group then they would have to request
reassignment, and the manager would pass the ticket on. To make this long
story short; what happens if there are two or more people or groups assigned
to a CTI then the default assignee gets the error message and gets assigned
the ticket.

If this helps any let me know


Laren Bailey
Remedy Administrator
Robert Bosch corporation