Hi Frank, We ran into an issue where for example if a coordinator need to manage 50+ support groups. There is a form called HPD:Statistics and when using the Overview Console to view All My Groups calls and all are selected then there is a limitation on a field called Group Qualification of 4000 characters. We move these coordinators to use User Defined searches instead.
Regards Francois -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Tuesday, May 08, 2012 4:45 PM To: arslist@ARSLIST.ORG Subject: Re: Number Of Support Groups Our support groups are organized by into the following support org types: IT Service Operations --> All Service Desk and Production Support Groups (Help Desk & L1) Application Support & Maint. (ASM) (L1) Systems Engineering (L2 & L3) Network Engineering (L2 & L3) Data Architecture (L2 & L3) App-Dev-<insert portfolio> - several app-dev areas organized by portfolio (L2 & L3) Infrastructure Services Risk Management Business Partners FYI - if you are doing change management with large support groups then you could have an issue with approval role limitations, see KA339823 on increasing limit on needed fields for approvals. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Tuesday, May 08, 2012 9:35 AM To: arslist@ARSLIST.ORG Subject: Number Of Support Groups ITSM 764 sp2 Due to how the organization is structured the number of support groups needed is becoming very large. The company has hundreds of locations to support throughout the country and each location has specific personnel assigned to support that location. My current estimate is there will be over 1200+ support groups. Due to the limited number of Support Group Levels provided in ITSM the menu display of support organizations and groups that will be presented to end users will be large. Through the use of templates and auto assignment most incidents can have a support group auto populated, but I am wondering whether I should attempt to decrease the number. Are there any limitations in ITSM on the number of support groups that can be created/managed? Has anyone else had to configure a large number of support groups? In order to assign an incident to a support person they must be part of a support group, or is there some other hidden way to handle this in ITSM 764? Since there are only two levels to define a support group, can anyone share some possible naming conventions? (This company is split out by roughly 10 regions which could be set using the Organization field). Any feedback is appreciated. Frank _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | http://www.blueturtle.co.za Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 (0)11 206 5606 | Midridge Office Estate, International Business Gateway, cnr New Road & Sixth Street, Midrand, 1685 | P O Box 31331, Kyalami, 1684 Western Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit E6, Century Square, Heron Crescent, Century City, Cape Town, 7446 DISCLAIMER: This email and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication represents the originator's personal views and opinions, which do not necessarily reflect those of Blue Turtle Technologies (Pty) Ltd. If you are not the original recipient or the person responsible for delivering the email to the intended recipient, be advised that you have received this email in error, and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately notify the sender. Thank you. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
