How can I assign an activity to a support group ?

Stephane_Bouillon

Stephane_Bouillon Customer Advanced IT Monkey ✭✭✭

February 2018 in Analyst Portal

Support group doesn't seem to be a field in an activity Template. I want to assign one of the activities in my SR to a specific group. How can I do that ?

0

Best Answer

Adam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

February 2018 edited February 2018 Answer ✓

In short - you can't. You really have to perform this class extension to gain the functionality you're looking for. Clearly a shame given...well for the exact reason you listed!

However you certainly gain a sense of what even Cireson feels on this topic given their My Active Work Items for the console and Portal Group Mappings contain the ability to map to a Change Request and Manual Activity support group class extensions.

6

Answers

Adam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

February 2018

You'll actually have to extend the class for that Activity first. Presumably a Manual Activity?

0
Stephane_Bouillon Customer Advanced IT Monkey ✭✭✭

February 2018

I'm confused. How would you actually distribute work among different support groups for a SR if you cannot assign to a support group out of the box ? Just curious ?

0
Adam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

February 2018 edited February 2018 Answer ✓

In short - you can't. You really have to perform this class extension to gain the functionality you're looking for. Clearly a shame given...well for the exact reason you listed!

However you certainly gain a sense of what even Cireson feels on this topic given their My Active Work Items for the console and Portal Group Mappings contain the ability to map to a Change Request and Manual Activity support group class extensions.

6

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