Hi LANDesk Community,
I am hoping someone out there has a plain english way to perform what we want tio achieve.
The business is changing the way we handle triage, hence a 3rd party organisation are assigning incidents and service requests for us. Now as it is like a "pay per action" kind of agreement, we want to place some smarts that will automatically assign incidents to the appropiate support group and only initially touch the open default support group they are triaging. Preferably not touch the main queue would be the desired result.
We have say 4 support groups for example.
I'm looking for a way in LANDesk 7.4 on creating rules similiar to what you would set up in outlook.
EG: if the subject and|or contains the phrase "delete document" or "delete file" then place the incident directly in the "Info Management" Support Group queue, bypasing the default support queue.
I'm hoping someone can supply an answer where I can add some rules or "conditions" that will assist in delivering the appropiate incidents/service requests to the appropiate support groups and avoid triage of the standats default "Support group". I have had someone from Irontouch suggest setting "Conditions" in "Process Design" but don't know where to start. Where do you actually add these "conditions" in LANDesk 7.4 "Process Design"?