A custom object is used to define the relation between an “Servcie Item” and “Agent Group”.
eg.
Notebook > Group_Hardware,
Monitor > Group_Hardware
Within an workflow a reader is used to retrieve the “Service Item” and assign the Service Request ticket to the defined “Agent Group”.
All Service Items where no record can be found should be assign to default Agent Group.( e.g. Group_Software).
Instead of hard coding that default agent group in the Workflow I would prefer to define it also in the custom object. Like “*DEFAULT > Group_Software”.
Question:
How can I define the reader to use “Filter By Service Item is *DEFAULT” ?
