CA Service Management

Hi,

Need a quick help...We have many other department who access our service desk as a user not as analyst in that case we need many ticket to transfer to them but we are unable to do so. As when ever i am clicking on new assignee in transfer page the assignee is directly redirecting to analyst list. Please help.

HI Sumit, 

Could you please edit the contact and set the contact type as " Analyst" and check if they get listed under the selection while transferring the ticket. 

With regards, Vinod. 

Hi Vinod,

if i am making the contact as analyst i am able to view the contact while transfering but this is npot the solution as i need the contact to be set as user not analyst. As they are different department not the analyst of our datacenter. 

Is it the intention and design that the assignee should be an analyst, not a user like customer?

If you have to assign some tickets to some user/department once, you can temporary change the user's type from customer to analyst and assign the tickets to the user and then change his type back to customer. This is just some idea and not tested so not sure if there is any side effects therefore you should do this in a test env first.  

By default in an 'out-of-the-box' installation, there are a number of conditions that must be met before you can assign a ticket to someone who can then update it:

• The contact must be of Contact Type 'Analyst',so that the contact appears in 'Assignee' selection lists.
• The contact's Access Type must be 'licensed', so that they can access tickets that were raised for another contact.  This restriction is hard-wired and cannot be circumvented by customisation.
• The contact's current Role must access the 'Analyst' web interface (customisation form group), to access the full range of fields for a ticket.
• The contact's current Role must have a data partition that permits tickets to be viewed and updated.

Out of the box these conditions are met by the access type 'Level 1 Analyst'.

If staff in another department need to view and update tickets, it is quite appropriate to set their Contact Type to 'Analyst' so that they will appear in the 'assignee' selection dropdown, but they must also meet the other conditions above.  You may wish to create a different Access Type to that used by your Service Desk analysts, as you may wish to assign some different roles, with different data partitions, to staff in other departments.  You can use 'File / Copy' in the Access Type editor to easily create a new access type modelled on an existing one such as 'Level 1 Analyst'.

Hope that helps :-)

Regards,

James