Remedy Assignments
Case Assignments in Remedy are far more powerful than they are in the current system. In today's system, anyone can assign any case to any group they choose. The new system uses a combination of two key mechanisms to determine who a case can (or should) be assigned to.
- The new system will use Permissions Groups to determine who can assign to which groups. For example, as the system is currently setup today, ITS Partners will only be able to assign cases to their own group or to the Help Desk. They will not be able to assign tickets to internal ITS Groups. This was done so that all Remedy Cases would be routed through the ITS Help Desk (where they can be routed as appropriate); also this simplifies the assignment process for our partners - they don't have to know the internal working of ITS. New agents in the Help Desk will have similar capabilities.
- The second factor that can come into play when assigning cases is how the case has been categorized. The system can be setup so that when a case is categorized as an Exchange question, it "assists" the user by only providing the Email Team and the Windows Server Group as options.
Although the above two options, may sound complicated the actual implementation will hide the complexity from the user. As a user of the system you can only assign cases to groups that you have permission too and are relevant to the type of problem. The Help Desk group and your own group will always be available.