Assignment Group Name Change

[markbrooks]

We have had a business unit reorg and we need to change the names of 135 groups (i.e. TIS Support to Technology Support). I have to ensure that making this change will not affect any of the SLAs or other metrics. Your help pointing me to documentation that I can show my manager will be greatly appreciated. Basically will changing the name of an assignment group affect the SLAS of tickets assigned to that group or the history?

[bernyalvarado · Accepted solution]

Hi Mark,

Is possible to affect the group name without affecting any relationship pointing to that group. A SLA will be pointing to the group, which is an object, uniquely identified by its sys_id. Modifying a group name is ok and it will not affect any logic (unless the logic depends on the group name which then will be a very bad development practice)

Thanks,

Berny

[bernyalvarado]

The best and easy way to demonstrate this is by just changing the name of one of a group in a Development environment and then just checking if any SLA associated to it got affected.

0 risk and you should be able to show to your manager how it will work .

Thanks,

Berny

[bernyalvarado]

Of course, make sure you're modifying the existing group records and not deleting existing ones.

If you delete an existing record then do you could lead to some cascade deletion or leaving some broken links in the system which will appear in the form of a sys_id in text and not the actual expected item.

Thanks,

Berny

[bernyalvarado]

markbrooks, I hope this helps!