CA Service Management

  • 1.  Location base grouping issue

    Posted Jul 31, 2018 03:38 AM

    Hi 

     

    We have few locations in ca sdm and in each locations we have different groups assigned under auto aasignment tab in location. So we have location based grouping in ca sdm  but its not working once the ticket is created. 

     

    For instance, we are creating ticket and select 'North Region' in location (This north region consist one group name 'North region support team') the ticket should assign this group once ticket is saved but it is not happening. 

     

    What could be issue???  is there anything to install in option manager?



  • 2.  Re: Location base grouping issue

    Broadcom Employee
    Posted Jul 31, 2018 11:43 AM

    Sikander-lasani 

    Please refer to the document attached to the following thread for steps to configure location based auto assignment

    Location based auto assignment issue 



  • 3.  Re: Location base grouping issue

    Posted Aug 01, 2018 02:43 AM

    Dear Paul

     

    I already followed this document but same issue



  • 4.  Re: Location base grouping issue

    Broadcom Employee
    Posted Aug 01, 2018 08:18 AM

    Sikander-lasani 

    What version of SDM are you using?



  • 5.  Re: Location base grouping issue

    Posted Aug 01, 2018 08:35 AM

    17.1



  • 6.  Re: Location base grouping issue

    Broadcom Employee
    Posted Aug 01, 2018 11:19 AM

    Asim, please take a look at

    Auto Assignment - CA Service Management - 17.1 - CA Technologies Documentation 

    if you already followed instruction here and it still does not work, please open a Support case. Thanks _Chi



  • 7.  Re: Location base grouping issue

    Posted Aug 02, 2018 09:00 AM

    HI Chichen & Paul

    i have followed the document and now autoassignment is working base on location after assigning location in end user contact. 

     

    But, our concern is we have more than 10k end users who are using servicedesk and in different lcoation and even dont know which users are from which location. So how is it possible enable autoassignment. Why it is based on users contact . Its big issue for us.