CA Service Management

Classic Workflow - Set First Task Group = Parent Request/Incident Group

  • 1.  Classic Workflow - Set First Task Group = Parent Request/Incident Group

    Posted 12-03-2019 01:31 PM
    Our scenario is this:
    We have different mobile device workflows (new phone, transfer a phone, etc.), and we have multiple mobile groups nationwide. Right now the tickets are being sent to a bottleneck of our helpdesk and they also have workflow task #1, and then being sent to the mobile groups for task #2.

    We want to avoid doing task #1 as it is a waste of our helpdesks time and resources. So we can auto-assign the Request/Incident to the right groups no problem, but we have had issues implementing auto-assignement for workflow tasks. They always assigned incorrectly when testing.
    So what I am hoping for is to get a macro to set the workflow task group = cr.group​ when task #1 is in Pending status.​