Disable the existing Support Groups

[Sandhya23]

Hi All,

I have a requirement to disable the existing Support group in the system and replace them with the new ones. I am not sure where all these Queues are being used currently in the system.

What are the checks do I need to perform before I deactivate them?

Regards,

[Anurag Tripathi]

There are a lot of places the groups could be used. here are some from top off my head

• Assignment on tasks (incident., change problem etc)
• Support groups on CI
• Interactions(assignment)
• System properties(sys_id or name)
• Reference Qualifiers on dictionaries
• hardcoded in scripts (name or sys_id)
• Conditions of UI Actions
• Custom tables you may have in your instance
• Assignment rules
• AWA Routing

[Sandhya23]

Hi Anurag,

How could it be referenced in the custom tables?  And what is Interaction (assignment) and AWA Routing?

[Anurag Tripathi]

Interaction is another table that is not a child pf parent, if you have Chat support / Phone support or Walkup module set up on your system , they would create interaction record.

You can check it just by typing interaction.list in the navigator.

In custom tables it could be referenced in any field that is a referent to Groups. Good way to check that would be to go into Dictionaries and find all fields that are referencing groups.

AWA is advanced work assignment