Hi Maria,
for better understanding: Where does the change of assignment group take place - within ServiceNow?
Did you activate to close tickets when the alarm is cleared?
My assumption is, without going further into detail, that the close action triggered from SOI, which is an update to the ticket, does also contain the assignment group as part of the update.
E.g if the group was changed, it will be set back to the default group you defined.
Michael
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Customer Success Architect
CA Deutschland GmbH (a Broadcom company)
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Original Message:
Sent: 11-20-2019 10:32 AM
From: Maria Maier
Subject: SOI 4.2 with Nimadmin ServiceNow
We utilize Nimadmin configuration with ServiceNow in our SOI 4.2 environment. We have changed the default assignment group to our Data Operations team instead of the Technical Service Desk. It is working except that once the alarm is cleared, the ticket which has been assigned to another team, reverts back to Data Operations. This is creating quite a bit of extra work for our users. We thought that configuration was in the Help Desk properties in the gui or the helpdeskproperties.xml on the manager but neither seems to be the answer. Any thoughts?
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Maria M
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