Assignment Group Name Change

markbrooks · ‎01-11-2018

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 · ‎01-11-2018

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

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markbrooks · ‎01-11-2018

Hi Berny,

Thank you very much for the quick reply and for the information. I do appreciate your help! This will make my manager smile for sure !!!

Thank you very much,

-Mark-

bernyalvarado · ‎01-11-2018

Awesome Mark! markbrooks Would you mind marking the responses as helpful and correct so that we can close this thread?

Thanks,

Berny

markbrooks · ‎01-12-2018

Hi Berny,

I have marked both.

Thanks again,

-Mark-