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SCSM List to Assignee

With Service Manager, when a support analyst selects a support group and clicks on the 'Assignee' button, everyone in Active Directory is returned. This includes the IT support staff as well as all other employees. Within both large and medium sized organization, this makes it extremely difficult and frustrating for support analysts to assign work items correctly.

Cased Dimensions has extended the standard functionality of Service Manager so administrators of SCSM can associate 'team members' to 'team groups'. The 'Team Group' can then be associated to a list value (IE: Network Team).

A much smaller number of users returned when the 'Remedy' support group is selected. The users that appear in this view are now relative and configured by the administrator within Service Manager.

To discover how you can configure this option and integrate our solution with your IT service desk, visit our resources section or contact us today.







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