Assining requests to newly created Teams

[delton]

Hi,

I've created 2 new Teams within our support organisation in order to assign requests to these teams. I copied the details from existing Teams to ensure they were setup correctly, however, when I go to assign a new request with Service Manager these Teams aren't available. Can anyone provide some guidance on setting these up correctly so requests can be assigned to these Teams?

Many thanks,

Dom

[Guest Paul Alexander]

Hi @delton

The first thing I'd double check is that these teams are set as 'Supporting Teams' for the services which the requests are being logged from..... 

[delton]

Thanks Paul, how do I check that? I've enabled Allow Task Assignment for each team. Is that all that's required?

Dom

[Guest Paul Alexander]

You'll need to go in to the service list (https://live.hornbill.com/{YourInstanceName}/servicemanager/services/servicelist) and then select the Services which you're logging the requests under. 

 

In the right hand side of this form you'll see a list of 'Supporting Teams'. Make sure that your new team is added here (unless this is set to 'this service is supported by all teams, in which case there's something else not right!)

 

 

[delton]

Ah, got it, and yep, they weren't assigned here! Have updated and all working now. Thanks for your help!

Dom