Let me preface by stating we were one of the companies which pushed for some other Requester designator to import from AD, other than "Department". We are a multi-national corporation with over 50 offices world-wide. "Department" is restrictive to a Global Enterprise as a true source of routing requests.

Last year we participated in a private meeting with ServiceDesk Engineers where we made it clear the Office field in AD was a much more powerful choice. And it was promised to us we would have the option in 7.5.

So the announcement that "Site" would pull from the "Office" AD field in 7.5 was met with enthusiasm from our IT staff.

Fast forward to post upgrade. I am bringing in a new Business Unit which we have cleaned up the AD to provide us distinct "Office" names to route against. I import from AD, configure the "Sites" and proceed to configure a Business Rule to make it all work.

Nope, Nada. No selection criteria under Business Rules to specify "if Site is X, Place in Group Y". "Department" is still in the list, but no "Site"

So as a dedicated customer I call support to ask WTF? I'm informed that I can now create specific Business Rules per "Site", but, still no way to direct a ticket from a user based on their "Site" to a Group of Techs for said "Site". “Department” still remains my only option.

Myself, and others, have wasted countless hours on configuring to make Sites work and they leterally can't, for the simple lack of "Site" as a criteria choice in the BR's.

I can associate a technician with a "Site", I can create groups for a "Site", But the simplest routine for routing a ticket to those technicians is missing.

Looking at the new system it's over thought in many regards, but in this instance it is under-thought in execution.

I am asking, at this time, for AdventNet to step up to the plate and an effort be made to correct this oversight. "Site should be a selectable criteria in Business Rules. And while we're at it, "Site" and "Region" should be selectable criteria’s to report against out of the GUI.

Please tell us this can be corrected quickly in a hotfix, sooner rather than later, or you stand to lose both or business and our recommendation.

Regards,

Shawn L Waggoner

Infrastructure Operations Manager - Americas

Tyco Flow Control