Setting up workflow to get ticket assigned to a group

Description:

We assign tickets to Support Groups initially and a member of that group then takes ownership. This document describes how to setup workflow such that ticket gets assigned to a group without needing to select an Individual or member from that group?

Introduction

When a new ticket is logged say via email or via a scheduled task there might be a requirement that the ticket first gets assigned to a group. However sometimes by error tickets get assigned to an individual which might be a Self-Service User or logged in user and the Administrator may not want that. The steps listed below describe how to blank out the Assigned Individual under the Owner field and just leave the ticket assigned to a Group

Instructions

In your Process Workflow or Service Catalog or Auto Route or Workflow Action
Under Set Fields, include the following fields:
(assigned_contact_id)        -        set this to nothing
(assigned_group_id)           -       set this to the desired group
This will result in your group being set and your assigned user being blank under the Owner field
 
Keywords: Intelligent Service Management; workflow action