How to Auto Assign Tickets to a Group and Not to Contacts Within the Group in CA Service Desk Manager (CA SDM)?

Document ID : KB000018709
Last Modified Date : 14/02/2018
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Description:

Auto assignment in CA SDM assigns tickets to contacts that have the Available option selected in the contact record. However, you can auto assign incidents/issues/change orders/requests to a group and not to contacts within the group.

Solution:

To auto assign tickets to the group and not to individual contacts in the group

  1. Verify that your CA SDM installation is at a minimum level of Release 12.6 Cumulative 2 patch.

  2. Open the command prompt on the CA SDM server.

  3. Run the following command:
    pdm_options_mgr -c -s AUTOASG_GROUP_ONLY -v 1 -a pdm_option.inst
    By default, new options that you add to the nx.env file are not saved after you run pdm_configure. You can save the changes permanently by specifying the -t option as follows:
    pdm_options_mgr -c -s AUTOASG_GROUP_ONLY -v 1 -a pdm_option.inst -t
    The commands update the following files in CA SDM with the new option:
    ¦ Windows-NX_ROOT/NX.env and NX_ROOT\pdmconf\nx.env.nt.tpl
    ¦ UNIX/Linux-NX_ROOT/pdmconf/NX.env.tpl

  4. Open the NX.env file in the CA SDM installation folder and search for the variable
    @NX_AUTOASG_GROUP_ONLY=1 (it is located the end of the file).

  5. Open the file nx.env.nt.tpl present under NX_ROOT/pdmconf and search for the
    @NX_AUTOASG_GROUP_ONLY=1 option.

  6. Restart Unicenter ServiceDesk Daemon Server service.
    CA SDM auto assigns the tickets to the group only.