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Cache the Hierarchy of Support Groups in the Service Management Database

Brett_MoffettBrett_Moffett Cireson PACE Super IT Monkey ✭✭✭✭✭
To create dashboards for support groups or client support groups of a parent support group it is needed to be able to search for the parent support group and have it return all support groups that are children of it.

Unfortunately this information is not cached in the ServiceManagement database and therefore can not be searched on. This limits the ability to build dashboards for large organizations that might have support groups that are children of others.

An example support group structure might be:

  -  Austalia
    -  AU Desktop Support
    -  AU Infrastructure Support
  -  New Zealand
    -  NZ Desktop Support
    -  NZ Infrastructure Support
  -  USA
    -  US Desktop Support
    -  US Infrastructure Support
  -  Etc.

If someone wanted to create a dashboard that showed all Incidents for the APAC, Americas and EMEA regions, they would not be able to do a search based on these levels.
7 votes

Submitted · Last Updated

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