10 Replies Latest reply on Feb 12, 2019 3:03 AM by ashwink

    Filtering ISM Incidents Based on Team Assignments

    ashwink Rookie

      Team,

       

      Am looking to setup a filter to capture incidents with the below scenario

       

      We have three team L1, L2 and L3

       

      How could I get a list of all incidents that were escalated from

       

      1. L1 to L2

      2. L1 to L3

      3. L2 to L3

       

      Please advise

       

      AK

        • 1. Re: Filtering ISM Incidents Based on Team Assignments
          IJU Expert

          Hello ashwink,

           

          where do you want to use that filter? And what do you mean by "How could I get a list of all incidents that were escalated from".

           

          Kind regards

           

          Immanuel Jungheim

          Senior Consultant

           

          ITSM Group – Be Better.

          www.itsmgroup.com

           

          • 2. Re: Filtering ISM Incidents Based on Team Assignments
            ashwink Rookie

            Hello Immanuel,

             

            Am using the filters/advanced search in ivanti service manager incidents workspace.

             

            In our org, incidents are created by L1 and based on the information required to resolve the issue, the incident is routed to L2 or L3 teams, So the flow could be as below

             

            L1 -> L2

            or

            L1 -> L3

            or

            L2 ->L3

             

            We cant to fetch all incidents that hit L2 or L3 teams atleast once, so we would want to analyse why they were sent to those teams and plan on actions on how they could be resolved at L1.

            • 3. Re: Filtering ISM Incidents Based on Team Assignments
              IJU Expert

              Hello Ashwink

               

              so you want to look for the Incidents which were for example routed from L1 --> L2.

              Do you use Tasks for this or do you just change the Ownerteam field on the Incident directly?

               

              Kind regards

              Immanuel Jungheim

              Senior Consultant

               

              ITSM Group – Be Better.

              www.itsmgroup.com

              • 4. Re: Filtering ISM Incidents Based on Team Assignments
                ashwink Rookie

                Hello Immanuel,

                 

                The owner team is updated to the next support team (L2 or L3).

                 

                So based upon the issue the L1 either assigns it to L2 or L3 teams.

                 

                Ashwin

                • 5. Re: Filtering ISM Incidents Based on Team Assignments
                  IJU Expert

                  So you would need the previous value of the owner team field, right?

                  Is there any note entries being created whenever the team gets changed or is it just the field having its value changed?

                   

                  kind regards

                   

                  Immanuel Jungheim

                  Senior Consultant

                   

                  ITSM Group – Be Better.

                  www.itsmgroup.com

                  • 6. Re: Filtering ISM Incidents Based on Team Assignments
                    ashwink Rookie

                    Hello Immanuel,

                     

                    First of all thanks for your time.

                     

                    Yes this information gets captured only in audit history, so I tried to used the advanced search where incident is related to Audit_Incident via AuditHistoryRelationship (1 : 0...N).

                     

                    Which has incident old_team and team, but the challenge I have is this doesn't work in the below scenario

                     

                    Old_Team     Team

                    L1                    L2

                    L2                    L3

                    L3                    L2

                    L2                    L1

                     

                    So in the above scenario the value in old_team and Team keeps getting updated and the old entries are lost like the inc movement from L2 to L3 in row 2 as it gets overridden during the next assignment in row 3 above.

                     

                    Ashwin

                    • 7. Re: Filtering ISM Incidents Based on Team Assignments
                      IJU Expert

                      You could create triggered actions which cover the three change scenarios of the owner team:

                       

                      1. L1 to L2

                      2. L1 to L3

                      3. L2 to L3

                       

                      Each triggered action could execute one of the following two actions:

                       

                      1. Create journal notes entry for each change. Then search through these journal notes

                      2. Create 3 boolean fields:

                           - L1_to_L2

                           - L1_to_L3

                           - L2_to_L3

                           The Triggered action can now be configured to whenever a team gets changed from A to B and set either one of the boolean fields, like this:

                          

                          

                       

                      Does this help?

                       

                      Kind regards

                       

                      Immanuel Jungheim

                      Senior Consultant

                       

                      ITSM Group – Be Better.

                      www.itsmgroup.com

                      1 of 1 people found this helpful
                      • 8. Re: Filtering ISM Incidents Based on Team Assignments
                        ashwink Rookie

                        Hello Immanuel,

                         

                        That sounds interesting,

                         

                        Where can I locate the create trigger option and does this require elevated access to setup these triggers.

                         

                        Ashwin

                        • 9. Re: Filtering ISM Incidents Based on Team Assignments
                          IJU Expert

                          Hello,

                           

                          yes, you can find this in the "business rules" of each business object. You'd need administrative rights to do this / access the AdminUI.

                           

                          kind regards

                           

                          Immanuel Jungheim

                          Senior Consultant

                           

                          ITSM Group – Be Better.

                          www.itsmgroup.com

                          • 10. Re: Filtering ISM Incidents Based on Team Assignments
                            ashwink Rookie

                            Alright, I shall get in touch with our admins with the details you shared.

                             

                            Thanks so much for your help Immanuel.