Knowledge Document: Request Groups Explained

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ZSD has the ability to Group Service Requests and Incident Requests. This document will explain the prioritization of those Groups and Requests.

Environment
ZSD 8.2.x and above

Situation
Grouping Requests can be helpful to bulk close or bulk change settings for all requests at once.
These would be all the same request types - Incidents or Service Requests
Request Types have priorities - Incidents are higher priority than Service Requests in general.
These groups (OPERATIONS > Request Groups, Incident Groups) take on the same hierarchy.

If selecting Request Groups List and open a Request Group (#100080) where a set of Elements (Service Requests) are grouped together add an Element that is an Incident Request, the priority of the Group has now changed.
The Group (#100080) will move to the Incident Group List, because a higher priority Incident call is in the group.
And the opposite.
Removing the only Element Incident Request from that Group (#100080) will then appear in the Request Groups List because there are only Service Requests in that Group.  

Cause
Priority of the Requests plays a role in the placement of the Operation Groups.

Incident has a higher priority than Service requests.

Resolution
Understand that if the Request cannot be found in an Operations group it may be because someone moved a different Request type into that group which shifted the location of the Group.  The Highest priority is Incident Groups.

Additional Information
Note: Bulk Change Settings will be enhanced in ZSD v24.2, to "Bulk" change more items in Groups

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