Manage group assignment

Description

You have a variety of different Support Groups. You need to block one group from assigning to another group, allow only specific groups to assign to specific groups. Example: Group A can only assign tickets to Group C. Group C can only have tickets assigned to it from Group A & B

Introduction

When assigning tickets to an Individual or Group, administrator can restrict the list of groups in the list. To enable this, you would have to create separate workflow action for each of the permutations when it comes to group assignment. For each of the workflow actions related to group assignment, you can set up a restricted list of groups available for assignment.

Instructions

Navigate to MANAGE > Tools > Workflow Actions
Create a Workflow Action for your purpose and choose the Special Function drop down to "Assign To Group"
Once you do this the "Applicable Groups" field is enabled. Select the Support Group to which you want the assignment to go to. If you configure the Workflow Action as shown in screenshot above, the assignment will be restricted to Systems Support L2 only.Now to ensure that only Service Desk group can assign tickets to Systems Support L2 , specify the correct permissions for this workflow actionAs you can see in screenshot below this workflow action will now only be available to Service Desk When a member of the Service Desk Group applies this action on an Incident, the only Group that will appear in the selection list will be Systems Support L2. Note: The number of workflow actions that you will need to configure depends on the number of group assignment combinations and permutations and you may have to balance it a bit from a maintenance standpoint. The application certainly provides you the functionality to be able to create restrictive group assignments, the only caveat is the number of groups and maintenance overhead that comes with creating multiple workflow actions for group assignment.

Keywords: Intelligent Service Management; groups; support group