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.

Support group configuration for assignments

When a support group is created for a company, it is available for resolving the company’s tickets.  However, configuring valid support groups for a company is necessary in the following scenarios:

  • A company might have multiple support groups but all the support groups may not be relevant to a ticket. Having an irrelevant support group in the assignment menu might lead to confusion or incorrect assignment.
  • A company might need to assign its tickets to the support group of another company.

The Support Group Assignment Configuration form allows you to manually configure valid support groups for a company, which can be used to resolve tickets. 

This topic lists the following details:

Terminology

The following table lists the terms that are relevant to support group assignment configuration:

Term Details
Assignment menu

The fields that include the support groups on a ticket are referred as assignment menus. For example, if you are creating an incident by using the HPD:Help Desk form, the Assigned Group and Owner Group fields include the support groups that are relevant to the companies specified in the company fields. These fields are referred as assignment menus in the documentation. To see a list of assignment menus associated with BMC Remedy IT Service Management applications, click here.

Customer company Customers who request support belong to the customer company. For example, Allen raises an Incident Management ticket for Calbro Services. Calbro Services is referred as customer company for this ticket.
Location company

The company associated with a location where the changes requested through a ticket are implemented. For example, Calbro Services is located in New York. Allen raises a ticket for Calbro Services to resume the email server which is located in Paris. Invention Inc is associated with the Paris office of Calbro Services. For this ticket, Invention Inc is the location company.

-Global-
  • -Global- is an option available in the company list while creating or modifying a knowledge article, task, or a solution. For example, while creating a knowledge article, if you select -Global- in the company filed, the knowledge article is available for all companies.
  • -Global- is an option available in the company field on the Support Group Assignment Configuration form. If you select this option and define a support group for it, the defined support group is available for all companies for assignment.
Auto-assignment You can configure assignment routing to an individual or a support group so that system automatically assigns records such as problem investigations or change requests to the appropriate individual or support group. For details on how to auto-assign, see auto assignments.

Permissions required to use the Support Group Configuration form 

An administrator or a user with Contact Organization Admin permission need to manually configure an entry in the Support Group Assignment Configuration form for a support group if a support group can be assigned to a company other than the company it belongs to.  This includes the - Global - company.

Support Group Assignment Configuration form data 

The Support Group Assignment Configuration form contains the following data:

  • When a support group is created for a company, it is automatically configured in the Support Group Assignment Configuration form.
  •   When you upgrade from an earlier version of BMC Remedy ITSM to version 9.1.02, the following data is automatically configured in the Support Group Assignment Configuration form:
    • Data from auto-assignment form (CFG:Assignment)

      Notes

      • Though auto-assignment data is configured in the Support Group Assignment Configuration form, the auto-assignment data continues to be available on the CFG:Assignment form also. 
      • In version 9.1.02,  the auto-assignment data configured for -Global- is also automatically configured in the Support Group Assignment Configuration form.
     
    • All the support groups within a company
    • Assignment data from the template forms such as Change Management, Release Management, Activity, Task Management, and Work Order templates

      Note

      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.

Enhancements introduced in 9.1.00 and 9.1.02

The following table lists the transition of support group assignment configuration features in the BMC Remedy ITSM versions 9.1.00, 9.1.01, and 9.1.02.

Feature Versions 9.1.00 and 9.1.01 Version 9.1.02
Form title Configure Assignment Groups for a Service Company Support Group Assignment Configuration
Configuring single support group for multiple companies

Defining a support group for multiple companies is a tedious task especially if a company has hundreds of companies attached to it.

Users can quickly define a single support group for multiple companies by using the Single support group to multiple companies configuration mode available on the Support Group Assignment Configuration form.

Configuring global support groups

Not available.

Users can define global support groups which would be available for all companies for assignment. Whenever a new company is added to a company, the global support groups are available in the assignment menus for the new company as well.

Support groups displayed in the assignment menus if you select the -Global- option available in the company fields for the applications such as BMC Remedy Knowledge Management, BMC Remedy Task Management (TMS:TaskTemplate), and Solution Database

The assignment menus display the support groups based on the logged in user's permissions.

As support groups can be configured for -Global- in 9.1.02, when you select the -Global- option in a company field, the assignment menus display the support groups that are configured for -Global- .
Migration of the auto-assignment data configured for -Global- The auto-assignment data configured for -Global- is not migrated to the Configure Assignment Groups for a Service Company form.

The auto-assignment data configured for -Global- is automatically configured in the Support Group Assignment Configuration form.  

Note: Though the auto-assignment data for -Global- is configured in the Support Group Assignment Configuration form, the auto-assignment data continues to be available in the CFG:Assignment form also.

Configuring valid support groups

To configure valid support groups for a company, refer to the following topics:

Visibility of support groups in assignment menus

  • Assignment menus vs assignee fields: While creating or modifying a ticket for a company, the assignment menus and assignee fields display the following details:

    Assignment menus Assignee fields
    • All the support groups configured for a company
    • Support groups configured for the -Global- company
    The assignee fields are used to assign tickets to individuals. The assignee fields display the members of the support groups, which are selected in the assignment menus. However, if the logged in user does not have access permissions to the support group's company, the assignee fields do not display the members of the support group. If the logged in user is unable to assign a ticket to an individual, an administrator can take one of the following actions:
    • Allow the BMC Remedy Assignment Engine to automatically assign a ticket to an individual
    • Provide access permissions to the logged in user to the assigned support group's company.

Example

Configure the following support groups for Calbro Services by using the Support Group Assignment Configuration form:

Support group Support group’s company
Support group ABC1 ABC Corp
Support group Inv1 Invention Inc

While creating or modifying an incident for Calbro Services, Allen from Calbro Services sees the above support groups in the Assigned Group and Owner Group fields. However, the assignee list fields Assignee and Owner display the individuals based on the assigned support group and Allen’s access to the assigned support group’s company.

Allen has access to support group’s company? Allen selects the following support group in the Assigned Group or Owner Group fields The assignee list fields display the following  individuals
Yes Support group ABC1 Individuals from the assigned support group
No Support group Inv1 The assignee list does not display the individuals from the assigned support group as Allen does not have access permissions to the support group's company, Invention Inc. An administrator can allow the BMC Remedy Assignment Engine to automatically assign the ticket to an individual or provide access to Allen to Invention Inc.

  • Search for tickets: The assignment menus display the support groups based on the logged in user's permissions when you search for tickets from the respective BMC Remedy IT Service Management application menu on the Home page.
     

Assignment menus for applications of BMC Remedy ITSM

The following table displays the list of assignment menus for BMC Remedy ITSM applications. The fields that include the support groups on a ticket are referred as assignment menus. The location and customer companies selected while creating or modifying a ticket are referenced as company fields. 

Application Form Assignment menu Company fields considered
Incident Management HPD:Help Desk
  • Assigned Group
  • Owner Group
  • Company(1000000001)
  • Company*+(1000000082)
Problem Management PBM:Known Error
  • Assigned Group
  • Co-ordinator Group
  • Known Error Location+(1000000001)
Problem Management PBM:Problem Investigation
  • Assigned Group
  • Co-ordinator Group
  • Problem Location Company+(1000000001)
  • Requester Company*(1000000082)
Problem Management PBM:Solution Database
  • Assigned Group
  • Location Company*+(1000000001)
  • Organization Company*+(1000000082)
Change Management CHG:Infrastructure Change
  •  Co-ordinator Group
  • Manager Group
  • Customer Company(1000003299)
  • Change Location Company(1000000001)
Change Management CHG: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 Management RMS:Release 
  • Co-ordinator Group
  • Release Location Company(1000000001)
Release Management RMS:Template
  • Release Coordinator Support Company
  • Release Coordinator Support Organization
  • Release Coordinator Support Group
  • Location Company(1000000001)

Asset Management AST:PurchaseRequisition  Company (in Assignment Tab)
  • Requested For Company*+(1000000001)
Service Request Management WOI:WorkOrder
  • Support Group Name (Request Manager)
  • Support Group Name (Request Assignee)
  • Company*+(1000003299)
  • Location Company*+(1000000001)
Service Request Management WOI: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 Management RKM:KnowledgeArticleManager
  • Assigned Group 
  • Company*+(1000003299)
  • Location Company*+(1000000001)
Configuration CFG:Assignment
  • Assignment Support company



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

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

Error messages

While creating or modifying 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 may display the following error messages pertaining to support groups configuration for assignments:

Code
Message
Explanation
ARERR 51001 The 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 51016 The 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.


Related topic

Configuring support groups

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Comments

  1. Sandeep Das

    It is possible to bypass the Support Group Assignment Configuration Rules by using templates. Is this a known defect?

     

    For example, I created an incident template with Assignment Group set to Company A > Support. I then used the template to create a ticket for a Company B customer. The template allowed assignment of the Company B ticket to a Company A support group even though a rule allowing this assignment did not exist on the Support Group Assignment Configuration form.

    Mar 30, 2017 09:18
    1. Sandeep Das

      I'd like to add that I cannot make that same assignment using the Incident form directly, which is a good thing and shows that the rules work on the incident form. However, anyone could use a template to bypass the rules which make them pretty much useless in their current form.

      Mar 30, 2017 09:21
    1. Jyoti Nerkar

      Hello Sandeep,


      Apologies for the delayed response. For this query, we suggest contacting the Support team.

      https://www.bmc.com/contacts-locations/support-contacts.html


      Regards,

      Jyoti

      May 14, 2019 05:12
  2. Andrej Kajzer

    Hi! I am testing KM application and i have configured some support groups to be available as -global- for assignement. If i go to KM article i am not able to select them from assigned group menu. I can only select them if i change my restriction access to that company in my people profile. Does KM work differently as incident mng for example in this case?

    Feb 14, 2018 08:42
    1. Jyoti Nerkar

      Hello Andrej,

      I suggest you to contact Support team. 

      https://www.bmc.com/contacts-locations/support-contacts.html


      Regards,

      Jyoti


      Sep 19, 2018 12:40
  3. Rob Presland

    What I don't see mentioned in this article is that when you add a support group from Company A, to be visible under -Global-, Company A then appears in the Company drop-down list in the Incident form (and probably others), appearing to bypass the user's access restrictions.

    May 31, 2018 08:29
    1. Jyoti Nerkar

      Hello Rob,


      Thank you for your comment.

      The required information is generically covered in the following statement:

      • -Global- is an option available in the company field on the Support Group Assignment Configuration form. If you select this option and define a support group for it, the defined support group is available for all companies for assignment.


      Hope this helps.


      Regards,

      Jyoti

      Jul 02, 2018 04:19