3 Replies Latest reply: Apr 23, 2012 3:55 AM by Deepti NameToUpdate RSS

Initiator Script and Assignment Script

Deepti NameToUpdate

Hi All,

 

I am a new one to Incident Management module of ITSM. I need some explination on what is an initiator script and what is an Assignment Script.

Also is there any difference/similarity between the decision tree and the scripts defined above

  • 1. Initiator Script and Assignment Script
    Matt Laurenceau

    (Discussion moved within Product Forums)

  • 2. Initiator Script and Assignment Script
    HR NameToUpdate

    Hi Deepti,

    Initiator scripts provide instructions to service desk analysts that describe how to

    log an incident.

    Assignment scripts are similar to initiator scripts. The difference is that assignment

    scripts are mapped to the assigned group of the incident. After the incident

    assignment group is selected, a list of assignment scripts becomes available to

    assist an agent with logging the incident.

     

    Scripts are detailed instructions that have been set up at your company to

    help you record important information about an incident. You have access

    to scripts that have been set up for your support group. Scripts might include

    a list of questions to ask the customer. These questions can assist you in

    resolving or assigning the incident.

    A decision tree takes you step-by-step through a questionnaire, and, based on

    your answers, completes part of the form for a new incident. Each element in

    the decision tree displays a list of items. Your final selection completes part

    of the incident.

    In the Incident User Guide and ITSM Config Guide, will you find detailed information on how to use these functions.

     

    HTH

    HR

  • 3. Initiator Script and Assignment Script
    Deepti NameToUpdate

    Thanks HR for the reply. It really helped me to understand the basic concept