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 in version 9.1.02

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. 

For details, see To configure multiple support groups for assignment for a single company.

  • 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. 

For details, see To configure a single support group for assignment 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.

    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. 
  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.

    Note

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

  5. Click Close.

Note

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.

Related topics

Support group configuration for assignments 

Configuring support groups


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Comments

  1. Martin Rosenbauer

    In the context of an imminent company reorganization we need to be able to import numerous company support group assciations usingt the data manager job console (version 18.08). Unfortunately we cannot find the proper Excel spreadheet which would allow us to import these associations. Does anyone happen to know how this can be done?

    Jun 24, 2019 01:50
    1. Jyoti Nerkar

      Hello Martin,


      You can find the Data management details on the following pages:

      https://docs.bmc.com/docs/display/itsm1808/Foundation+data+mapping

      https://docs.bmc.com/docs/display/itsm1808/Spreadsheet+usage+tips


      Alternatively, you can also contact BMC Customer Support for assistance.


      Thanks,

      Jyoti

      Jul 16, 2019 04:01