"Primary Owner" missing from class properties RRS feed

  • Question

  • We have a policy whereby the Help Desk tech who initially takes an incident, owns the incident from first contact all the way through resolution, with very few exceptions.  Within SCSM we use the "Primary Owner" field to indicate this relationship and the "Assigned To" field to identify the technician currently working on the issue (this could be an escalation or even another Help Desk tech that is just helping).

    Obviously, the "Primary Owner" field is key to our processes and we need to build views, workflows, etc. using this field.  The problem is that I cannot find this field as an available property in anything other than the email template wizard.

    Am I just missing it (I have literally spent hours searching for this property in every single object class)?  Is this a bug/missing feature?  Is there a better way to meet my needs?  What is the airspeed velocity of an unladen swallow?

    Richard Charlesworth Sr. Director of IS YES Prep Public Schools
    Saturday, December 4, 2010 2:58 PM

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