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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” ?

My take on that is to have a second CO where you have the default group, read that and set the group. read your main CO and then set the group again. If the group is blank nothing will happen.
Downside with that is all tickets will be assign the default and then to the right group. 

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