1 of 1 people found this helpful
Hi JCP Remedy
My answer is that you can achieve this goal, but need to customize (I still don't know the size of the development).
In the first moment I will create another Entity (8x5, for example), and then use some commands (as you can below)
But...it's still an embryonic idea .... I have to think more, I never had to do something like that.
Do you use a field on app form to define Business Entity?
If yes, you just need to set the field accordingly and define a BTE for that group.
2 of 2 people found this helpful
You can select "Use on App Form" for Business Entity on Service Target
On CTM:Support Group form, under "Group Notification Settings" tab for each support group you can select respective Business Entity applicable for that group.
This way you will be able to dynamically specify business entity for support groups.
The Business Entity setting on CTM:Support Group is not relevant for SLA calculation.