Not Able To See Other Company Support Group In Assigned Group field In Incident Management

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    PRODUCT:

    Remedy IT Service Management Suite


    COMPONENT:

    Remedy Service Desk Application



    PROBLEM:

    Not Able To See Other Company Support Group In Assigned Group field In Incident Management


    SOLUTION:

    ============
    This was a deliberate change.  The reasoning behind this was that we had a lot of customers who didn't want to have “All” of their support groups displayed in the assignment menu.  This caused the menu to be very large, and also contained groups that weren't actually support groups.
     
    The enhancement was created to allow the user to configure what groups they want to see in the menu.  The documentation behind this change is outlined here:
    https://docs.bmc.com/docs/display/public/itsm91/Assignment+menus%3A+including+or+restricting+support+groups
     
    =============


    Article Number:

    000101295


    Article Type:

    Solutions to a Product Problem



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