This documentation supports the 25.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Troubleshooting incident requests

Issue symptoms

Issue scope

Resolution

When I click Assign to Me for an existing incident request, the following error message is displayed:

The search did not find a support group for one of the following reasons; either you are currently unavailable for assignment or you are not related to a Support Group. Notify your administrator. (ARERR 1290110).

This issue occurs when you assign one or more incident requests to yourself.

  • Ensure that the support group that you are a part of supports all companies.
  • Ensure that you have selected at least one company for the list of available support groups to be displayed.

In the Incident creation form, when I click image-2024-12-18_11-22-2.pngunder the Assignee Group field, the support group is not populated in the field.

This issue occurs for multiple users

Ensure that you have configured the feature and generated the training data.

For more details, see Configuring assignments and Troubleshooting Support group prediction issues.

Related topics

Troubleshooting Support group prediction issues

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*