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Script to automate the assigning of tickets in HPSM 9.21

Hi All,

 

I am looking for any scripts or automation for ticket assignment in HPSM. For example whenever we receive ticket to our wokrgroup it will be in Open state and it should automatically assign it to any of the admins/engineer name present in the work group list.

 

So no need to manual assignment of tickets to admins and monitor the queue manually.

 

Thanks in advance !!!

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Re: Script to automate the assigning of tickets in HPSM 9.21

You dont need a script for this.. Depending upon the assignment group write a query in formatcontrol(probsummary) and then choose a assignee from the list in the calculation part.

for eg: in query part

Add : true

Filename : assignment

query : name#(assignment in $file)

 

then in calculation:

Add : true

calculation : assignee.name in $file=1 in operators in $file12

 

note: here in the query part the line no in 12 so its file12 for me.

 

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Absent Member.
Absent Member.

Re: Script to automate the assigning of tickets in HPSM 9.21

Hi savalagi,

 

I believe you will have to first determine the availability of admins or engineers for ticket to get assigned on their name.Automating the assignment is not a big deal but you need to ensure how many open tickets a group member can have in a day or week.


For example if member A is already having 4 open tickets in this case our code should automatically route to member 'B' , who might be having 2 or less open tickets if not so..code should look for any other available group memeber.

 

Is that make sense?

 

That will help us to work further on that and will allow us to write smarter code!

 

Thanks,

Nishant

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Absent Member..

Re: Script to automate the assigning of tickets in HPSM 9.21

Hi Nishant,

 

Thanks for ur reply!!!

 

Yes as per our requirements admin/engineer can have maximum 6 tickets per day.

 

But some times due to queue flow high we end up with having 9 to 11 tickets per admin each day.

 

 

Our requirements here is not to miss SLA when tickets hits to our Queue and we have to reduce manual assignment of tickets for which we need to monitor queue whole day.

 

 

Let me know if you need any other information regarding this !!!

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Script to automate the assigning of tickets in HPSM 9.21

Hi savalagi,

 

Use Round n Robin in this scenario. use some flag when ticket is assigned to engineer already and for last engineer revert the flag again.

 

Thanks and regards,

Abhijit K 

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Absent Member.
Absent Member.

Re: Script to automate the assigning of tickets in HPSM 9.21

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Ticket-assignment-rules-for-operators-in-assignment-groups/m-p/2403220#M85681

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Assign Kudo, if found post useful and mark it accepted if solves the issue.
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Visitor.

Re: Script to automate the assigning of tickets in HPSM 9.21

It saysi have no permissions to access that URL,  can you please share? thanks!

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Re: Script to automate the assigning of tickets in MF SM 9.21

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