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Escalate a ticket depending for group level in CA SDM.

Question asked by jhonj.bustamante on Feb 3, 2016
Latest reply on Feb 23, 2016 by jmayer

Hi Community,

 

We recently upgraded to 14.1.02 and I have a cuestion: ¿How can I configured the scalar activity in a ticket, what for only it can escalate to a upper level of the current group, without showing the other groups that existing in the application?. For exapmle:

I have a ticket assigned to the group "Desktop Level 1", and I need ecalate it only to the group "Desktop Level 2", but when I make this, the application displays all the existing groups in the same.

 

I need is that the application, not display of the groups remainder.

 

Thank you very much.

Jhon B.

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