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Support Group - assigned to RRS feed

  • Question

  • can you set up service manager - so that when an incident is assigned to an agent in a different support group - than the incident is assigned - it will update the incident with the support group that the new assigned to user is a member of?
    Tuesday, February 3, 2015 7:51 PM

Answers

  • Short answer: yes.

    You can use Orchestrator or PowerShell to change the support group. Normally when an incident is reassigned there is a log comment in the action log. You must monitor for new instances of the class Trouble Ticket Action Log. Look at how the description is constructed on (re-)assignments.


    Cheers,

    Anders Spælling

    Senior Consultant

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    Please remember to 'Propose as answer' if you find a reply helpful

    • Proposed as answer by Brett Moffett Wednesday, February 4, 2015 3:09 AM
    • Marked as answer by Yan Li_ Monday, February 16, 2015 1:20 AM
    Tuesday, February 3, 2015 8:48 PM