How To Automatically Assign A Group After Selecting An Area When Creating An Incident


Article ID: 32370


Updated On:


SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager



There are 2 possible options to automatically assign a Group after selecting an Area.


Solution 1:

Install the NX_AUTOASG_GROUP_ONLY option through command window:

1) Open the command prompt on any CA SDM server

2) Run the following command:

pdm_options_mgr -c -s AUTOASG_GROUP_ONLY -v 1 -a pdm_option.inst

NOTE: run the command again adding the -t option to the end to save the changes permanently in NX.env.tpl

3) Open the NX.env file in the CA SDM installation folder and search for the variable @NX_AUTOASG_GROUP_ONLY=1. Typically, the variable is found at the end of the file.

4) Restart the CA SDM Daemon Server service. CA SDM auto assigns the tickets to the group only.


Solution 2:

To assign a group based on the Area selected when creating the incident:

1) Install Area Defaults: Go to Administration tab > Options Manager > Request Mgr > Edit > Install > Save > Verify Area_Defaults is installed. Further information about Area_Defaults here:

2) Define a default group for the Area you want to automatically assign a group: Go to Administration tab > Service Desk > Requests/Incidents/Problems > Areas > Click on Area > Edit > Select the Group you want to assign based on the area.

3) Restart the CA SDM Servers.


NOTE: you should restart the SDM services as per your current installation - AA or Conventional. 

Refer to the following documents for further details:

How to Assign Tickets to a Group and Not to Contacts within the Group

How to Restart the CA SDM servers


Release: SDMU0M99000-14.1-Service Desk Manager-Full License