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Incident assignment based on product categorization

talean

Hi!

 

When I select CI from IM form product categorization copy to Resolution Prod Categorization. In this case assignment rules do not work.

We are using 7.6.04 version.

 

Can someone explain what could be wrong here since I think that prod categorization should be compied in product categorization fields not in resolution prod categorization.

 

Thanks!

  • 1. Incident assignment based on product categorization
    talean

    Please see AL action.

     

    aL_action.PNG

     

    So if you have configured Assignment rules this will not work since assignment looks for current product categorization not resolution.

     

    If you ask me this is a real issue for BMC. I wonder how other customers use - did not notice this before??!!

  • 2. Re: Incident assignment based on product categorization
    talean

    I am still not able to set product categorization when I create incident from SRM application.

     

     

     

    It looks like there is no filter which would set values on submit based on CI or Service selection.

     

    I guess when you submit SRM request worflow goes on Incident Create Interface form etc...

     

    I really do not have good idea that this would be as designed and set this values only on resolution categorization. No logic for me.

  • 3. Incident assignment based on product categorization
    Laurent Matheo

    Actually it's how it's supposed to work. If you select a "service CI" (service CI field) it'll copy the data in "product category", if you select a "CI" (in CI field), it'll go in operational.

     

    You should check Incident Management documentation:

     

     

    Service field

    —The Service field relates business service configuration items

    (CIs) to the incident request at the time it is created. Service entitlement for

    business service CIs are related either to the customer directly or to the

    customer’s company, organization, or department. Only the CIs that you are

    entitled to see appear in the selection list for this field.

     

    CI field—

    The CI field provides a place for you to indicate to which piece of

    infrastructure the incident request pertains. This field is a required field when

    you resolve the incident, however, you can indicate the CI at any time in the

    incident request lifecycle.

     

    Product categorization

    —The product categorization fields are automatically

    filled based on the business service CI that you select in the Service field. This

    automation reduces registration time and makes sure that the correct

    information is used to determine the assignment of the incident request. You can

    also quickly select or change operational and product categorizations from the

    Quick Actions area of the Navigation pane by using the Select Operational and

    Select Product links.

  • 4. Re: Incident assignment based on product categorization
    talean

    Understand all this but...

     

    The problem is that product categorization is copied to RESOLUTION CATEGORIZATION not in PRODUCT CATEGORIZATION.

     

    And this means that automatic routing do not work - assignment rules because rules are checking PRODUCT CATEGORIZATION fileds on HPD:Help Desk.

     

    So If I set assignment rules based on product categorization automatic routing do not work.

     

    See picture:

    p_c.PNG

     

    So the problem is:

    - I get error that assignment rules do not exist so I can not rute incident based on that rules.

    - SRM request return error in a same way.

     

    I hope that I make problem clear now.

  • 5. Re: Incident assignment based on product categorization
    Laurent Matheo

    I understand but like I said it's normal if you select a CI.

    It will copy the product tiers into resolution tiers.

    If you select service CI it will copy into product tiers.

     

    A customer had the same reaction, but it is expected behavior.

    If it is a problem for you I would suggest changing the workflow and running some tests to check then if it matches your desires.

  • 6. Re: Incident assignment based on product categorization
    talean

    ok.

     

    do you have any information which workflow should i change? I only change AL on menu choice.

     

    I am looking for a filter which would on submit set production categorization.

     

    I need this also from SRM side , so when user submit request that on submit of incident fileds are copied to that product categorization.

     

    Thanks!

  • 7. Incident assignment based on product categorization
    Laurent Matheo

    No I don't have those informations you would need to log filter to see this...

  • 8. Re: Incident assignment based on product categorization
    Jacek Stasieluk

    Kayand - i found this problem few weeks ago...after that we implemented Remedy with SRM on our Customer environment and we found this problem very quickly - why? Because they had created a lot of Assignment Configuration records for Incident created.

     

    What is a problem?

    In previous version of Assignment Configuration form, Product Categorization doesn't exist, only Operational Categorization. BMC has addes this (i think ) in version 7.6.04. Besides, when You are using this mecanism You have to noticed that every field should be mapping 1:1 (between Incident created from SRD and Assignment records).

     

    What doesn't it mean?

    On Assignment Configuration every field should be matching with fields containing data - if You have specific Company on Incident, it should be match to Company field on Assignment Configuration form...but Product Categorization becomes from SRD CI is completed AFTER that assignment check all fields on assignment record...

     

    What is exactly meaning?

    I don't remember exactly the numbers but on 10 or 15 execution order on FILTER there is a flow checking fields between Incident and Assignment Configuration form. Product Categorization is empty :/

     

    On 450 execution order (or something higher than 10-15) there is a flow that coresponds / fill the Product Categorization on Incident created from SRD.

     

    So, this flow should be working in inverse order .

     

    Today i will send this problem to BMC like a bug.

     

    Best Regards,

    Jack

  • 9. Incident assignment based on product categorization
    Laurent Matheo

    That was my fear, that the workflow comes after the assignement itself

    If you have an AIF form, perhaps you could choose the EC, retrieve the product tiers and map them to the "incident product tiers". This way when you submit the request it'll map the good values to the Incident product tiers?

  • 10. Incident assignment based on product categorization
    talean

    We are using standard SRD design.

  • 11. Re: Incident assignment based on product categorization
    krzysztofb NameToUpdate

    Hi,

    the way for workaround is:

    prepare filter simmilar to that on order 450 but on the form IncidentInterfaceCreate and populate product categorization from ServiceCI. That way assignment filters on HPD:HelpDesk will receive proper values.

    Best Regards,

    Kris

  • 12. Re: Incident assignment based on product categorization
    Laurent Matheo

    Then identifying the filter and change (if needed) its order :s

     

    Edit:

    Oups, too late

  • 13. Re: Incident assignment based on product categorization
    Jacek Stasieluk

    Yes - that's right - in Standard SRD You cannot defined Product Categorization - only using Service CI :/

     

    Laurent - YES - with Your AIF (that You configure by Yourself) You can map this field (Product Categorization) and use this workaround....but it's immposible to do this with STANDARD SRD :/

     

    I've request and Incident on BMC Support Site.

     

    Regards,

    Jack

  • 14. Re: Incident assignment based on product categorization
    Laurent Matheo

    Yes - that's right - in Standard SRD You cannot defined Product Categorization - only using Service CI :/

     

    Laurent - YES - with Your AIF (that You configure by Yourself) You can map this field (Product Categorization) and use this workaround....but it's immposible to do this with STANDARD SRD :/

     

    I've request and Incident on BMC Support Site.

     

    Regards,

    Jack

    Hey I know, that's why I asked "if"... We had the same case on a standard SRD (though for business service) where the filter was kicking "too late" to feed the incident product tiers. We had to switch to AIF to exactly control what was happening.

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