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10-25-2020 04:32 AM
Hi,
I was going through ITSM simulator and found one question where I am stuck-
Create a template so that Incidents created from Service Catalog or a Portal using the record producer "Report Performance Problem" should be assigned to the "Service Desk" group.
Please help me for the same.
Solved! Go to Solution.
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10-25-2020 08:35 AM
Hi Sanket,
First create a new template in which set the condition of assigned group to servicedesk and save it by using any name convention.
After that go to the record producer "Report Performance Problem" which is already in your PDI. In that record producer if template field is not showing then configure form layout and bring template field and select our particular template.
And update the record producer. You will get the required output.
Warm Regards,
Shubham Bongulwar
Please mark helpful or correct if it helps!!!
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08-30-2021 04:21 PM
Hey Guichard C,
When you create a template you should not use Groups instead you need to click on the Template under Short Description and then select assignment group and select "Service Desk"
Then once the template is created go to the record producer "Report Performance Problem" and under Generated Record Data select the new template and save.
Please mark helpful or correct if it helps!!!
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09-10-2021 11:04 AM
When I click on Template under Short Description it doesn't link to anything where I can add or select an assignment group
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09-27-2021 02:56 AM
All you need to do on the template is set the assignment group to service desk and set it to Global. Then you go to Service Catalog > Record Producers, find the right record producer and look under "Generated Record Data". Then you can search for the template you just created to link them together.
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06-05-2022 12:26 PM
This was very helpful. I struggled with this for 2 hours until I saw your article. Thank You!!!
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01-27-2023 07:13 AM
Could you please help me on the same, I have stucked at the same point.
