CA Service Management

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Group Assigning based on Location

  • 1.  Group Assigning based on Location

    Posted 08-09-2018 10:57 AM

    Dear team

     

    If area_default option installed in option manager, Groups automatically assign once the ticket has been created based on Category

     

    Similarly, we need to assign the group on the basis of location..Like once the end user select the location on the ticket page and save it. Group should assign automatically. But this is not working even we have put Group in Location.

     

    Please advise



  • 2.  Re: Group Assigning based on Location

    Broadcom Employee
    Posted 08-09-2018 11:45 AM

    With area_default option installed, some SDM internal script sets the group, according to the area.

    With location, there is no such mechanism...

    what you could do maybe using some trigger. Take a look at

    get value of a local attribute of the nr object 



  • 3.  Re: Group Assigning based on Location

    Broadcom Employee
    Posted 08-10-2018 01:23 PM

    In the request area detail page has Auto Assignment tab next to Properties tab.
    There is Location Based on Auto Assignment section.

    Refer to dcoumentation about Auto Assignment topic:
    Auto Assignment https://docops.ca.com/ca-service-management/17-1/en/administering/configure-ca-service-desk-manager/auto-assignment

    How Auto Assignment Assigns Tickets https://docops.ca.com/ca-service-management/17-1/en/administering/configure-ca-service-desk-manager/auto-assignment/how-auto-assignment-assigns-tickets



  • 4.  Re: Group Assigning based on Location

    Posted 08-13-2018 07:31 AM

    Hi Darek

     

    Auto assignment works when each end user has location set.

    Even i have tested auto assignment here but thats not what i want exactly.

     

    For example. I have

     

    Location: North Region

    Group: North Region Support Team

    End user Location: North Region

     

     

    So now, once the North Region end user want to create a ticket and select North Region from the location and then select category (auto assignment enabled in category with groups n location in it). and save the ticket.

     

    On analyst page, the record is fine. showing exact record.

     

    But if the North Region End user create ticket and select different location like Central Region. and select Category. and save the ticket. Then when the Analyst check that ticket and get confuse because location and group is different. Because group it picked up from end user location but the end user somehow chosen wrong location.

    SO thats why im wondering if there is a way that Group work based on Location selection and not end user location.



  • 5.  Re: Group Assigning based on Location

    Broadcom Employee
    Posted 08-13-2018 08:04 AM

    Hi Asim,

     

    You need to have the same location for the end user to have the group auto assigned. So based on the auto assignment configuration when then end user from location A is creating the ticket (without changing the ticket location details on Adhoc basis) would select the Group automatically based on the relationship defined.

     

    Let me know if this is not the case?