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Assign to Support Group By Analyst?

Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭
in General Discussion

We have a few hundred Support Groups in our Cireson portal environment. So knowing what 'support group' is needed for escalation is sometimes a challenge.


  1. Sometimes we know 'who' the people are, but don't know the Support Group name, is there any discussion/functionality around "Assign to Support Group By Analyst"? We already have "Assign to Analyst By Support Group".
  2. Has anyone done any automation where if the Assigned To is updated, automation checks the Support Group and assigns to the group that analyst is a member of?
  3. Can someone explain what the benefit of separating these two areas, not sure I understand the value of having to adjust two fields, thinking it could be handled with one.
  4. Has anyone done any work with identifying unique key words in the description of tickets that will then automatically 'suggest' Support Groups for assignment of that issue?


Appreciate any thoughts on this, thanks Cireson Community.

Answers

  • Brett_MoffettBrett_Moffett Cireson PACE Super IT Monkey ✭✭✭✭✭

    Hi @Jason_Meyer

    I'll try my best to answer each of these for you:

    1) Yes! This is a feature in the console app. It can be turned on in the settings to allow people to assign the analyst first and then the relevant support group that they are a member of.

    ss1.jpg

    Is this available in the portal? No. :( But you could add it as a feature request!

    2) Yes! This is also a setting within the GroupAssign app that can select the single support group if a user is selected and they only have 1 support group they are a member of.

    Is this available in the portal? No. :( But you could add it as a feature request!

    3) Some organisations have support analysts that are a member of more than one team so it is important to be able to separate between the two. If you don't need support group, then you could author the form to remove the field entirely.

    If you are using the portal then authoring the form to remove this field is all of about 30 seconds work. No MP's or authoring required.

    4) Not specifically. However, @Adam_Dzyacky has used Azure AI to look at key words in e-mails to determine if an e-mail is a Service Request or Incident and create the work item from there. It would not be too hard to adapt this approach for support group.


    Hope this helps

  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

    In fact, I've been using Azure's Artificial Intelligence to predict:

    • Work Item Type (Incident or Service Request)
    • Category
    • Support Group
    • Impacted Configuration Item

    All part of the SMLets Exchange Connector. Which all adds up to quite a bit of time saved every day, week, and month. Because there is less time filling out paperwork, converting work items, and more time doing.

  • Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭
    edited November 2021

    Appreciate the information, will submit a Feature Request.

    https://community.cireson.com/discussion/6176/assign-to-support-group-by-analyst/p1?new=1


    Will share with our admin and digest this information.

  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

    Created a poll about Machine Learning -

    https://community.cireson.com/discussion/6215/predicting-work-items-instead-of-converting-them


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