This documentation supports the 19.02 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Configuring valid support groups

As an administrator or a user with Contact Organization Admin permission, you can configure or define valid support groups for a company by using the Support Group Assignment Configuration form. The Support Group Assignment Configuration form has two configuration modes:

  • Multiple support groups to single company: Use this configuration mode to do the following:
    • Define multiple support groups for a single company. 
    • Define global support groups so that the defined support groups are available for assignment to all companies. 
  • Single support group to multiple companies: A service provider company might have hundreds of companies associated with it. If some of the companies in a service provider organization need to use a specific support group for resolving their tickets, this configuration mode helps in defining a single support group for multiple companies. 

To configure multiple support groups for assignment for a single company

  1. Choose Administration Console >Application Administration Console > Custom Configuration > Foundation > Advanced Options > Support Group Assignment Configuration to display the Support Group Assignment Configuration form. 
  2. Set the Configuration Mode to Multiple support groups to single company.
  3. From the Support Company list, select a company whose support groups you want to make available for assignment to another company. 
  4. From the Select a Company to configure the support groups for assignment list, select a company or - Global -. If you select - Global -, the support group selected in step 5 would be available for assignment for all companies.

    Best Practice

    You must configure a support group by selecting either - Global - or a company. To configure a support group for - Global -, selected group should be configured only for Global. If you configure a support group for a company as well as - Global - , duplicate support groups will be displayed while assigning support group for a ticket.

  5. From the List of available support group[s] for the selected company:, select the required support groups and click The support group[s] listed below are available for assignment: table displays the updated list of support groups.

    Best Practice

    To make a support group unavailable for assignment for a company, select the required support group from The support group[s] listed below are available for assignment: table and click .

  6. Repeat steps 3 and 5 to make support groups of another company available for assignment to the company selected in step 4.
    The system displays an error message if the support groups defined in the older versions of Incident Management template are not valid per the Support Group Assignment Configuration form. To prevent the error message, you can either assign a valid support group to template assignment or modify the support groups defined in the template assignment data. For more details, see Configuring assignment settings for incident management templates.
  7. Click Close.

To configure a single support group for assignment for multiple companies

  1. Choose Administration Console >Application Administration Console > Custom Configuration > Foundation > Advanced Options > Support Group Assignment Configuration to display the Support Group Assignment Configuration form. 
  2. Set the Configuration Mode to Single support group to multiple companies.
  3. From the Select Support Group list, select a support group to make it available for assignment to multiple companies. The selected support group is available for assignment for the companies listed below: table displays the companies for which the selected support group is already configured for assignment.

  4. From the Select companies to configure the support group for assignment: table, select companies for which you want to make the selected support group available for assignment and click The selected support group is available for assignment for the companies listed below: table displays the updated list of support groups.

    Important

    To make the selected support group unavailable for companies for assignment, select the required companies on the right side and click .

  5. Click Close.

    Example

    Support Group assignment configuration does not affect what company the support group is a part of. It only defines which companies can use the configured support group to resolve their tickets.

    For example, Calbro Services has three support groups - Backoffice Support, Change Management, and Frontoffice Support. If you define the Frontoffice Support as a valid support group for ABC Corp by using the Support Group Assignment Configuration form, Frontoffice Support continues to be a part of Calbro Services and is available for assignment to both Calbro Services and ABC Corp.


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