Set Helpdesk Owner to the "Assigned To" Queue
smassie
June 28th, 2007
Filed under: Configuring, Endpoint Management and Virtualization
Here's a useful incident rule that my customers like. It sets the owner of an incident to be the assigned to worker's queue. In essence this enables you to say this item belongs to this queue but is currently being worked on by this member of the queue. If you then set up queries and reports you can use this to see what belongs to each group, and then who is working on it.
If the "assigned to" is a queue or someone who belongs to multiple queues the rule does nothing as it is assumed that, in these cases, a second rule will set the owner to the assigned to worker...
Import via the helpdesk admin import admin data function.
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So Needed
This is great and so needed!
Canned Reports
Just started "monitoring" the helpdesk which uses Altiris for all request tickets for service calls. Is there an expression that can be used for a query to tell you how long a ticket has been opened? I mean create time to closed time. We use hold and resolved in between which time is suppose to stop and only count open "minutes" til closed. We are NOT 24x7 so our business day is only 10 hours. Do those get minused from total? ANYONE else have to run these queries? Anyone have canned reports for anything from Altiris?
You can implement the "Work
You can implement the "Work Hours" customization so time doesn't get counted. You can find it here, on Juice.
Create Time to Closed Time
It's very difficult, and sometimes won't be right, to find the exact minutes between open and close. This is due to the lack of a Closed Date/Time field. What I have come up is an expression that calculates the minutes between the:
-created on date,
-and the modified on date that has the Action 'Closed'
(this only works if you use the out-of-box status id and value for closed)
I don't know if this will work with a set business day like yours. It won't minus the minutes. It may work if you have a custom work day schedule setup in Altiris.
For MedStar, the out-of-box reports didn't work because we made so many custom configurations. I have created many reports to make up for the ones we can't use.
If you interested in the custom reports that I've created or the query to somewhat find the minutes between open and close, just let me know.
great for reporting
I used to have to do reports and queries with things like "when assigned_to_worker_id in (123, 234, 345, 456 ,567)" which would include all the worker's and the queue's ids. Now we just go "where owned_by_worker_id = xx". Much cleaner queries and no more manually updating the reports/queries as people move around.
Multiple queues?
Your article mentions "If the "assigned to" is a queue or someone who belongs to multiple queues..."
Is it possible for someone to belong to multiple queues? This would provide a solution for us on an issue if so....
thanks!
-Michelle
Multiple Queues
I'm pretty sure you can only be associated with one Retrieve Queue per Worker. There may be customizations that I don't know about though, but everyone I have asked said it wasn't possible.
Identify workers queue in a report?
I'd like to display the Assigned Worker's Queue in a report.
Would you know how could I make the relationship between the assigned worker in the incident to the worker's retrieve queue in their worker profile from within a report?
When using assigned "--[auto]--"
this doesn't seem to work when the assigned is set to "auto". what i have to do is create and incident, edit it again and save without making any changes. It then changes the owner to the queue name.
Is there a way around this?
I'm glad I stumbled upon
I'm glad I stumbled upon this! Great idea. Thanks.
-Geo
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