As a Managed Service Provider (MSP) or a large organization, you would like to maintain different sets of CCTIs for different organizations. ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) allows you to group CCTIs into families and associate them with one or more organizations. You can use these family associations to limit CCTI lookup on tickets, based on the Requested For or Requester user's organization. Creating CCTI Families provides analysts the ability to view only the CCTI's related to their Requested For or Requester user's organization on a ticket form. If an organization has no CCTI family associated to it, then the analyst sees all CCTIs in the system. A CCTI family can consist of multiple Class and Category combinations. These CCTIs can be specific to any organization and can be inherited by child organizations. For more information about creating and managing categorizations, see Manage Categorizations.
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Follow these steps:
- Navigate to Manage, Tools, Manage> Tools> CCTI Families, and click New CCTI Family.
- Enter the General information like, Name, Description, and click Save. After saving your general information, the Class-Category and Organization forms appear.
- Search or select Class-Category details and click Relate. You can relate more than one Class-Category combination.
Note: If you relate only a "Class" to a CCTI family, then all the categorizations having that Class are automatically related to the CCTI family. For example, consider three categorizations, Hardware >> Server >> Windows, Hardware >> Server >> Linux, and Harware >> PC >> Lenovo . If you relate only the Class "Hardware", then all the three categorizations are automatically related to the CCTI family. If you relate only the "Class-Category" combination, then all the categorizations having that Class-Category are related automatically to the CCTI family. For example, if you relate only "Hardware>>Server", then only the categorizations Hardware >> Server >> Windows and Hardware >> Server >> Linux are related to the CCTI Family but Hardware >> PC >> Lenovo is not related. - Search or select Organization details and click Relate. The Inherit to all child organizations checkbox allows this CCTI family to be related to all the child organizations of the selected Organization. By default this checkbox is selected.
Note: You can relate more than one organization.
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Follow these steps:
- Navigate to Manage, Tools, Manage> Tools> CCTI Families, and select the desired CCTI family.
- View and edit the General information and click Save.
- View and edit Class-Category and Organization form details, and click Relate.
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Follow these steps:
- Navigate to MANAGE, Tools, MANAGE> Tools> Configuration Parameters.
- Search and select SHOW_ALL_CCTIS_IN_TICKET.
- Change the parameter value to Yes and click Apply Changes.
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