Allan, we are faced with the same issue. I have CCB groups in change used when a manager looks after several groups and we want all changes to filter through one mini change control board. This CCB group shows up in incident management even though only Change Manager and Change approver roles are mapped.
Could we simply change the filter logic on the HPD: HELP DESK form. Currently the assignment group filter is;
Incident Support group filter - CTM:SGP:SupportGroup3-Q
('Company' = $1000000251$) AND ('Support Organization' = $1000000014$) AND ('Status' = "Enabled")
Can we add a condition where it looks for an Incident Manager = yes
Could you modify the Assignee filter
Incident form Assignee filter - CTM:SGL:Assignee-HPD-Q
('Company' = $1000000251$) AND ('Support Organization' = $1000000014$) AND ('Support Group Name' = $1000000217$) AND ('Status-SGP' = "Enabled") AND ('Status-SGA' = "Enabled") AND ('Assignment Availability' = "Yes")
could we add an "AND 'FunctionalRole' = "Incident Manager"
However in this instance the group would still.
I realize this will be a customization but would it solve the issue?
You can make the test on an environment to ensure it works.
is that "yes it may work" or a "wait and see what happens, I'll say I told ya so later"
Change the "support group role" to Tier1 if it is set to Help-Desk in "Support Group" form for that particular support group, then it won't be visible in Drop-down in Incident Management.
Sachin, the group is marked as a Tier 1, and it shows up in the list. We have other groups with the support group role of Help desk which also show up. The logic on the form is not mapped to the support group role.
We had this problem too, and contacted BMC support. They were able to determine that a menu re-direct is occurring under active link HPD:INC:AssignedGroup_RefreshMenu_100_onOpen. The redirected menu is CTM:SGP:SupportGroup3-Q_VUI=SDVIEW.
In our case, I wanted to hide any support groups that have the oncall flag = "No". This is necessary for us, because (1) we have support groups assigned for work orders only, and (2) we use background filters to move incidents to sub-groups associated with the primary support team.
Our qualification for this menu is 'On call Group Flag' = "Yes" and 'Status' = "Enabled". What was strange, is the qualification would not work with 'Status' = "Enabled" listed first.
FYI: We are running Remedy 8.1.1