4 Replies Latest reply on Dec 3, 2019 4:05 AM by Sateesh Kulkarni

Using CI ‘supported by’ for Assignment

Arun Ganesh Nov 22, 2019 2:43 AM

Share This:

Hi All,

I am using CI based ‘Supported By’ for assignment however now I have a case where I need to assign to 2 different support groups based who will support based on country the application is being used.

I am trying to figure out what further configuration mappings I can configure to achieve this while keep using the Ci ‘Supported By’ based assignment.

Thanks for suggestions.

1. Re: Using CI ‘supported by’ for Assignment

Sateesh Kulkarni Nov 22, 2019 3:58 AM (in response to Arun Ganesh)

With administrator permission, It is possible today to assign multiple group assignment vi Supported by.
2 of 2 people found this helpful
Like Show 2 Likes(2)

Actions
2. Re: Using CI ‘supported by’ for Assignment

Dipti More Nov 25, 2019 12:26 AM (in response to Arun Ganesh)

Hi,

You can have multiple support groups assigned to user you are using different with unrestricted access to user.

Thanks,
Dipti.
Like Show 1 Likes(1)

Actions
3. Re: Using CI ‘supported by’ for Assignment

Arun Ganesh Nov 26, 2019 1:15 AM (in response to Sateesh Kulkarni)

Hi Sateesh,

Thanks for your response.
Can I use Company, Product Cat combination to route the ticket to a different 'supported by' group configured on same CI?

I understand this is easily achievable by using Company, Ops, Prod Cat combination in Assignment Mapping form, but I am trying to use 'Supported by' feature of CI.
Like Show 0 Likes(0)

Actions
4. Re: Using CI ‘supported by’ for Assignment

Sateesh Kulkarni Dec 3, 2019 4:05 AM (in response to Arun Ganesh)

Is the expectation is via Automatic routing? I don't think so.
Like Show 0 Likes(0)

Actions

Go to original post

Communities

Communities

Using CI ‘supported by’ for Assignment

1. Re: Using CI ‘supported by’ for Assignment

2. Re: Using CI ‘supported by’ for Assignment

3. Re: Using CI ‘supported by’ for Assignment

4. Re: Using CI ‘supported by’ for Assignment

Actions

More Like This