Location Based Auto-assignment and CI's

[Jeffery Mason]

Scenario:

We are a large national organization with location based auto-assignment configured and working in SDM 14.1

However, when an Incident is created and a Configuration Item is added, auto-assignment fails. This is "intentional functionaility" according to CA. (Sure seems like poor design to me). The perceived logic is that the CI field is not needed if using Location-based auto-assignment, which is a poor and wrong perception. All CI's are not Services.

 

Our Affected Service's are high level, so we have one entry for "Cellular"  

We have an AREA called "Wireless" with location based auto-assignment

 

Without adding a Configuration Item, we have no means of identifying or reporting IOS, Android, or BB incidents.

 

We could explode our AREA's for every type of platform but that is a huge amount of duplication. This scenario also applies to numerous other AREA's and Affected Service's that could be resolved by the ability to enter a CI.

 

Question: Is there any way to break the link between location based Auto-assignment and the CI field? 

 

Without adding Affected Service's or AREA's, does anyone have another suggestion to resolve this issue?

 

Thanks

[Legacy User]

One way to address this would be to add a custom field 'zaffected_ci', SREL to nr - which you would then use in the incident detail form instead of 'affected_resource'.  I would expect that would not suppress the location-based assignment.  Of course this is side-stepping your underlying issue, but in the absence of a change to the location-based assignment logic it might give you a relatively painless way forward.

 

You could at the same time raise an 'Idea' for a configurable Option setting to turn off the suppression of Location-based assignment when an affected CI is set.

 

Hope that helps!

James