This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

Defining valid support groups associated with a company


As an administrator or a user with Contact Organization Admin permission, use the Configure Assignment Groups for a Service Company form to define valid support groups associated with a company. While creating or modifying a ticket, the assignment menus display the support groups that are defined for companies (location and customer companies) referenced on the ticket. 

Defining valid support groups for a company is necessary in the following scenarios:

  • The location or customer companies might have multiple support groups. However, all the support groups that belong to a location or customer company may not be relevant to a ticket. Having an irrelevant support group in the assignment menu might lead to confusion or incorrect assignment. You can avoid the confusion and incorrect assignments by restricting the support groups associated with a company.
  • The location or customer company might need to assign its tickets to the support group of another company. To do this, you have to define the support group of one company as a valid support group for another company.  

The support groups that display in the Support Staff search dialog boxes for the incident assignee, problem assignee (Problem Investigation and Known Error), Change Manager, and task assignee on the TMS:Task and TMS:TaskTemplate are associated with a location or a customer company mentioned on a ticket.

In the following example, let us see the options displayed by the assignment menus for an Incident Management ticket:

Example

  • Calbro Services has the following support groups
    • Backoffice Support
    • Change Management
    • Frontoffice Support
    • Service Desk. 
  • ABC Corp has the ABC IT Data Management and ABC Change Management support groups.

For an Incident Management ticket, specify the customer and location company on the HPD:Help Desk form: 

  • Company*+ (customer company): Select Calbro Services.
  • Company (location company): Select ABC Corp.

The Assigned Group and Owner Group menus on the HPD:Help Desk form display the support groups defined for both Calbro Services and ABC Corp companies. Suppose, you restrict the Service Desk support group from Calbro Services, the Assigned Group and Owner Group menus on the HPD:Help Desk form display the updated support groups of Calbro Services (i.e. Backoffice Support, Change Management, and Frontoffice Support) and ABC Corp (i.e. ABC IT Data Management and ABC Change Management).

This topic provides the following details:

To define valid support groups

Only administrators and users with Contact Organization Admin permission can access the Configure Assignment Groups for a Service Company form and define the support groups for a company.

Execute the following steps to define the support groups associated with a company:

  1. Choose Administration Console > Application Administration Console > Custom Configuration >Foundation > Advanced Options > Support Group Assignment Configuration > Configure Assignment Groups for a Service Company to display the Configure Assignment Groups for a Service Company form.
     
  2. From the Support Company list, select a company whose support groups you wish to associate with another company. When you select a company from the Support Company list, all the support groups associated with the selected company are displayed on the left side of the Configure Assignment Groups for a Service Company form.
  3. From the Service Company Assignment Support Groups list, select a company to which you wish to add the support groups.
  4. From the support groups list that are displayed on the left, select the required support groups and click . The support groups list on the right side of the Configure Assignment Groups for a Service Company form now display updated list of support groups.
  5. Click Close.

Notes

  • Even when you define a support group of one company as a valid support group of another company, the defined support group still remains to be a part of the original company and is not disassociated with the original company.
  • When you create a new support group for a company, it automatically becomes a valid support group for assignment. The newly created support group is available on the Configure Assignment Groups for a Service Company form, Service Company Assignment Support Groups list until it is restricted for an assignment.

  • In spite of defining valid support groups for a company by using the Support Group Assignment Configuration form, the assignment menus display the defined support groups only if the logged in user has permissions to the company to which the defined support groups belong to.

    • Example: Define the below support groups for Calbro Services by using the Support Group Assignment Configuration form:

      • Support group Phyto Support Org1 from Phyto company
      • Support group Pico Support Org1 from Pico Systems company
      • Support group Phylum Support Org1 from Phylum company

      User Allen has access to Phyto and Phylum companies but does not have access to Pico Systems. When Allen creates an Incident Management ticket, the Assigned Group and Owner Group fields do not include the support group Pico Support Org1 because Allen does not have access to Pico Systems.

Restricting a support group

Execute the steps listed in the following procedure to prevent a support group from displaying in the assignment menus while creating or modifying a ticket.

  1. Choose Administration Console > Application Administration Console > Custom Configuration >Foundation > Advanced Options > Support Group Assignment Configuration > Configure Assignment Groups for a Service Company to display the Configure Assignment Groups for a Service Company form.
  2. From the Service Company Assignment Support Groups list, select a company whose support groups you wish to prevent from being displayed in the assignment menus. When you select a company from the Service Company Assignment Support Groups list, all the support groups associated with the selected company are displayed on the right side of the Configure Assignment Groups for a Service Company form.
  3. From the support groups list that is displayed on the right, select the required support groups and click 
  4. Click Close. The selected support groups are restricted from the assignment menus. 

To know which assignment menus are affected when you define the support groups, see Company restriction in assignment menus for various applications of BMC Remedy IT Service Management.

Company restriction in assignment menus for various applications of BMC Remedy IT Service Management

The following table displays the list of assignment menus for various ITSM applications that reflect the support groups defined based on customer company and location company:

ApplicationFormAssignment menuCompany fields considered
Incident ManagementHPD:Help Desk
  • Assigned Group
  • Owner Group
  • Company(1000000001)
  • Company*+(1000000082)
Problem ManagementPBM:Known Error
  • Assigned Group
  • Co-ordinator Group
  • Known Error Location+(1000000001)
Problem ManagementPBM:Problem Investigation
  • Assigned Group
  • Co-ordinator Group
  • Problem Location Company+(1000000001)
  • Requester Company*(1000000082)
Problem ManagementPBM:Solution Database
  • Assigned Group
  • Location Company*+(1000000001)
  • Organization Company*+(1000000082)
Change ManagementCHG:Infrastructure Change
  •  Co-ordinator Group
  • Manager Group
  • Customer Company(1000003299)
  • Change Location Company(1000000001)
Change ManagementCHG:Template
  • Change Coordinator Support Company
  • Change Coordinator Support Organization
  • Change Coordinator Support Group
  • Change Manager Support Company
  • Change Manager Support Organization
  • Change Manager Support Group

Note: The assignment menus display the following support groups:

      • Support groups defined for the location company 
      • Support groups with the functional role as Change Coordinator or Change Manager for Change Coordinator Menus 

      • Support Groups with the functional role as Change Manager for Change Manager menus

  •  Location Company(1000000001)
Release ManagementRMS:Release 
  • Co-ordinator Group
  • Release Location Company(1000000001)
Release ManagementRMS:Template
  • Release Coordinator Support Company
  • Release Coordinator Support Organization
  • Release Coordinator Support Group
  • Location Company(1000000001)

Asset ManagementAST:PurchaseRequisition Company (in Assignment Tab)
  • Requested For Company*+(1000000001)
Service Request ManagementWOI:WorkOrder
  • Support Group Name (Request Manager)
  • Support Group Name (Request Assignee)
  • Company*+(1000003299)
  • Location Company*+(1000000001)
Service Request ManagementWOI:Template
  • Request Manager Support Company
  • Request Manager Support Organization
  • Request Manager Support Group
  • Request Assignee Support Company
  • Request Assignee Support Organization
  • Request Assignee Support Company

Note: The assignment menus display the following support groups:

    • Support groups associated with a location company 

    • Support Groups with the functional role as WOI Assignee and WOI Manager for Request Assignee menus 

    • Support Groups with the functional role as WOI Manager for Request Manager menus

Location Company(1000000001)
Knowledge ManagementRKM:KnowledgeArticleManager
  • Assigned Group 
  • Company*+(1000003299)
  • Location Company*+(1000000001)
ConfigurationCFG:Assignment
  • Assignment Support company



  • Location Company(1000000001)
  •  Contact Company*+(1000000082)
Task ManagementTMS:Task
  • Assignee Company
  •  Assignee Organization
  •  Assignee Group
  • Location Company(1000000001)
  • Customer Company(1000003299)
Task ManagementTMS:TaskTemplate 
  • Assignee Company
  • Assignee Organization  
  • Assignee Group
  • Location Company(1000000001)

ActivityAAS:Activity
  • Assignee Support Company
  •  Assignee Support Organization  
  • Asignee Support Group
  •  Location Company(1000000001)
ActivityAAS:Template
  • Assignee Support Company
  •  Assignee Support Organization  
  • Asignee Support Group
  • Location Company(1000000001)

Support group restrictions: exceptions

Instead of displaying the support groups defined for a company, the assignment menus display the support groups based on the user permissions when you perform the following actions: 

  • Search for tickets. 
  • Select the Global option available in the location company fields for the applications such as BMC Remedy Knowledge Management, BMC Remedy Task Management (TMS:TaskTemplate), and Solution Database. 

Error messages

While creating or updating a ticket, the BMC Remedy ITSM suite applications, BMC MyIT, BMC Remedy with SmartIT, and any other integration with BMC Remedy IT Service Management applications display the following error messages pertaining to the support groups:

CodeMessageExplanation
ARERR 51001The Support Group <name of the support group> is not configured for assignment to Company <name of the location company> on <name of the form> form.  Please contact your Administrator.

The error message is displayed when at least one of the following scenarios is true:

  • Location company and customer company are the same.
  • Location company is present but customer company is not specified.
  • Customer company is present but location company is not specified.
ARERR 51016The Support Group <name of the support group> is not configured for assignment to either Company <name of the location company> or <the name of the customer company> on <name of the form> form. Please contact your Administrator.The error message is displayed when the selected support group is not defined for either the location company or the customer company.

The system does not display any error messages in the following scenarios: 

  •  A support group is not defined for a customer or a location company in the Support Group Assignment Configuration form but is defined for auto-assignment for global companies.
  • If the location company drop-down list includes the Global option and is selected for applications such as BMC Remedy Knowledge Management, BMC Remedy Task Management (TMS:TaskTemplate), and Solution Database.

Migration of support group assignment details

When you upgrade from an older version of BMC Remedy IT Service Management to version 9.1.01, The support group assignment details from the older templates for the following applications are automatically migrated to the Support Group Assignment Configuration form:

  • BMC Change Management 
  • BMC Release Management
  • Activity
  • BMC Task Management
  • Work Order

Notes

  • 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 in the BMC Remedy IT Service Management versions 9.1.00 and 9.1.01.
  • To prevent the error messages from being displayed, you can either assign a valid support group to template assignment or modify the support groups defined in the template assignment data under the Support Group Assignment Configuration form.
  • To define valid support groups or restrict the support groups associated with a company, see Defining the support groups associated with a company.

Related topics

Configuring support groups

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Comments

  1. Colin Rolls

    When you include a support group of one company in the assignment menu of another company does the user need access restrictions to both companies to be able to assign to both? from my testing they do, in which case they would see the assignment groups from both companies anyway?

    Feb 02, 2016 11:16
    1. Ashok kumar Jha

      Hi Colin,

      The answer is Yes, You need access restriction for both the companies. But then as a config administrator, you can define which all support groups would be shown in the assignment menu. Let me explain this with an example: Say you have Company A which is a service provider and supports multiple companies like company X, Y, Z. There are different support groups within Company A and lets assume support group SGX1 and SGX2 support company X, SGY1 supports company Y and SGZ1 and SGZ2 supports company Z.

      As part of new configuration, you only put SGX1 and SGX2 from Company A when you are configuring assignment for company X and so on.

      As a result, when user is creating ticket for company X, he would see only SGX1 and SGX2 in the menu and not the whole support group list from company A.

      With 9.1, the assignment menu is driven based on what you have configured and not based on user access restriction. 

      Hope this helps.

      Feb 02, 2016 11:33
  2. Colin Rolls

    Hi Ashok

    Yes that helps but in my case Company X is also an operating company and users in Company X need to be able to assign tickets to a Company A support group but cannot have data access to Company A tickets. Is this possible in 9.1?

    Feb 04, 2016 04:41
    1. Ashok kumar Jha

       Hi Colin,

      With 9.1, the Data access model for transactional requests have changed. The access restriction is no longer at the company level. The data access is restricted to individuals and support groups associated to the request. Hence, in your case, if users from Companies X are not related to tickets which are meant for company A, then they will not get data access.

      For more details, please refer the 9.1 enhancements section:

      https://docs.bmc.com/docs/display/public/itsm91/Row+level+security

      Thanks.

       

      Feb 04, 2016 06:08