TSO is setting Support Group successfully, but not Managed By Group

MARCUS BAEZ
Tera Contributor

‎03-13-2025 09:21 PM

After submitting a TSO, linking to Dynamic CI group, and ensuring all fields have been populated, we have successfully set the support group when the sync ran, however it completely ignored the Managed by Group, and left that field blank. 

 

I've tried on cmdb_ci_server and other hardware classes. Cant seem to figure out why its isolating Managed by Group. Worth notinh we do not currently apply groups by class, but rather by individual CI's, which are part of a query in my Dynamic CI Group. 

 

Any recommendations or ideas as to why this could be happening ?

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Mathew Hillyard
Mega Sage

‎03-14-2025 09:18 AM

Hi @MARCUS BAEZ 

This sync is controlled by Business Rule "CSDM - Sync Group Attributes" on table Service Offering. Inside the script field the code syncs these fields, but only if they have changed:

  • Support group [support_group]
  • Change group [assignment_group]
  • Managed by group [managed_by_group]

CI Class Manager can accept a Managed by group and will populate each CI in the class with that group, but the Business Rule will override this.

 

Is this BR modified in your instance, or is another BR overriding the population of Managed by group? And are you definitely looking at the baseline field Managed by group [managed_by_group] and not a custom field? It works perfectly for me in a vanilla PDI.

 

I hope this helps!

Mat

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