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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.
Thanks HR for the reply. It really helped me to understand the basic concept
- Initiator scripts: Initiator script is selected during the ticket creation.
- Assignment scripts: Assignment scripts are used at a later stage of the ticket life cycle.
Is it posible to perform autoassigment script for group of incidents?
I have scenario where we have 30% of incidents that need to be delivered to another groups automaticly with autoassigments script based on operational categorisation.
I need like script to start every 2h and based on service and key word in description to forward group of incidents to another groups based on autassigment rules.