Support Groups configuration
1) The support groups that we are configuring in a template is
always based on the sites.
When we have more
than one account assigned in the template, only the support groups
added under “Default Settings” will get displayed in the
Consider that you have 2 accounts added for that template:
Here, you can see the Support Groups as below:
The reason for which is due to the sites configured under those
You will not be able
to select a particular site in the template, (in other words, the
template will show no sites)
The support groups displayed in the template are configured under the
Hence, you will not be able to see all the support groups configured
under both the accounts (individually).
2) If you have only
one account selected for that template as below:
You can now select which site that you wish to have this template
Based on the site configured, you can see the support groups as below
(again, this is based on the site settings, if you select “Copy
Default Settings” or “Refer settings”, you will only see the
support groups based on the default settings or site referred).
In my example, I
selected the site to have a custom setting for support groups.
I configured only one support group for this site as below:
Which will now display us the site that you wish to have the
When you select a particular site, you will see the support group
associated with that site.
Note: The shown behavior will be applicable only after 10502 build. If you are using any build lesser than 10502, you will not be able to see the support groups based on sites, where you can only see the default groups added under "Default Settings".
Query to list support groups along with its account , site name , group status
select qd.queuename "Group Name",qe.email "Email",sdo.name "Site Name",adef.org_name "Account Name" from queuedefinition qd LEFT JOIN queue_email qe ON qd.queueid=qe.queueid LEFT JOIN sitedefinition sdef ON sdef.siteid=qd.siteid LEFT JOIN ...
Query to show support groups and its individual custom attributes
PGSQL & MSSQL: SELECT ci.CINAME AS "Support Group Name", su.first_name "Owned By", ci.DESCRIPTION AS "Description",ia.attributename "Additional Attributes Name",ia.attributevalue "Additional Attributes Value" FROM BaseElement baseci LEFT JOIN CI ci ...
Query to show technicians associated accounts, sites and Support groups - MSSQL
1.Technicians and associated Accounts/Sites: select aau.User_id, aau.first_name "First Name", sdu.lastname "Last Name", aal.name "Login Name", AaaContactInfo.EMAILID "Email Address",sdu.jobtitle "Job Title", sdo.name "Associated ...
Select site for available groups drop down
Drop down shown in the screenshot will be appeared when there are more than 2500 support groups. This is shown to make it easier for the user to select and associate groups when the count is more.
Script to AutoShare Request to Groups
Please follow the below link to setup python on the server https://pitstop.manageengine.com/portal/en/kb/articles/how-to-setup-python-on-the-server-11-11-2019 Steps to configure 1. Extract the attached zip file in <Home>/integration/custom_scripts ...