Ticket assignment rules for operators in assignment groups
We have requirement to assign tickets to operator in assignment groups based on conditions.
For ex: In assignment group--network if there are four operators a,b,c and d and then how to assign tickets equally among them based their ticket load(Number tickets each operator is handling).
Thanks for the reply.
Ok so after adding true in add and update, got some error message in the log file.
2112( 3956) 08/27/2013 14:38:46 RTE I User System.Admin has logged in and is using a Named license ( 1 out of a maximum 25 )
2112( 3956) 08/27/2013 14:38:51 RTE I -Memory : S(4218152) O(1059444) MAX(5277596) - MALLOC's Total(307516)
That's one of the reasons I built mine the way I did. Performing a query against the all Incident records, operator records and the assignment group records with every Add or Update seemed to be too large a performance hit. Creating something that does a single lookup on a control table that has very few fields is going to be easier on performance in the long run.
We have a environment of HPSM 6.4. Can you please help on the below mentioned issue:-
We are managing 20000 CIs under SM containing multitenant environment. We have totally 5nos of company which mapped under SM with approperiate assignmnet group. We need to auto assignment of created IM under define company or assignmnet group. Please suggest about whole process to do the same.
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