Sowmya22 Absent Member.
Absent Member.
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Assignment in SD is not getting changed as per IM

Hi all

 

In our environment we have configured the assignment group, team lead, functional head and functional manager to reflect as per the related incident ticket. But we are observing some cases in which these fields are not getting reflected as per the related IM but are remaining the same, and hence the mail notifications are being triggered to incorrect groups. Can anyone help in this?

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Piku Absent Member.
Absent Member.

Re: Assignment in SD is not getting changed as per IM

There is no OOB expressions which control this. Assignment group in both module act independently.
Ideally as per ITIL and SM , no assignment is there hence nothing to control the relation.
You have to manually write the code to pass the value from IM to SD. May use the ioevents or feel it is possible by link also using Post expressions.

Regards,
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Absent Member.. deepsm Absent Member..
Absent Member..

Re: Assignment in SD is not getting changed as per IM

Hi Sowmya

 

As piku informed that this is not the OOB functionality of SM, seems it is cutomization in your environment. I have seen such customization hence suggesting you below steps to troubleshoot.

 

Here you go: -

 

1) You should be aware taht from where the system is capturing this information.

2 ) You may need to check relevant Format Control and Wizards.

3) Also check  whether the Group data entered is manual or selected using fill button.  If it is manual then queries added in links record will not run for respective field of fill button.

 

 

Thanks,

Deepesh
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