Support Groups Assignment

The 'Support Groups' reference catalog can be used to assign support groups to the service template. Each such assignment has two additional parameters: 'Routing Option' and 'Role'.

• Role

  'Role' makes it possible to specify the functional property of the assignment. For instance, a 'Change Manager' support group can be assigned in the '1st Level' role to one service template and in the '2nd Level' role to another.

  Values available for the 'Role' parameter in the support groups assignment are the same as 'Service Level Group' values used for categorization of support groups. (Values available in the 'Service Level Group' drop-down in the 'Support Group' editor.) Note, however, that the 'Role' assignment is independent of the 'Service Level Group' assignment. For instance, a 'Change Manager' support group as such may have '1st Level' assigned as its 'Service Level Group' and yet be assigned in the '2nd Level' role to a service template.

• Routing Option

  Routing options categorize customers into groups. Assigning a routing option to a business partner effectively pre-filters customers available to the business partner, thus making customer-related operations (e.g. selections of customers) easier.

  Routing option can also be assigned to Business Partner Categories. This way it is possible to group-assign a routing option to multiple business partners (all business partners belonging to the business partner category).

  Similar to the role assignment, the 'Routing Option' parameter can be specified independently for each Support Group - Service Template assignment. For instance, a 'Change Manager' support group can be assigned to one group of customers (a routing option) in one service template and to another customer group in another service template.

One support group can be assigned to one service template multiple times as long as the 'routing option/role' combinations of the assignments differ. This way one support group can take care of several customer groups (routing options) in various roles and one customer group can be taken care of by several support groups, each of them (possibly but not necessarily) in a different role.

To assign support groups to a service template:

1. Locate the 'Support Groups' section of the 'Service Template' editor
2. Click the '+' ('Search and assign existing Service Support Group') button.
3. Select one or more support groups from the list which opens
4. Back in the 'Support Groups' reference catalog, specify the 'Routing Option' and 'Role' of the assignment.