If any group is having more tickets is there a way to route the tickets automatically to other

[dishapatel]

Scenario: Regions send excessive tickets to engineering SMEs instead of working on tickets themselves.
Is there a way to block who can send tickets to certain distribution groups? If so, would this be challenging to implement?
E.g. TSP-ALS-HZP-TST could send a ticket to any group, but TSP-ALS-HZP-LATAM can only send a ticket to TSP-ALS-HZP-TST
Note: some groups have overlapping membership lists

[Dr Atul - LNG]

Hi @dishapatel 

No mate, it is more on education side, instead of adding more validation or rule in system educate user/ groups.

[dishapatel]

Hi Atul,

As per your respond it is not possible?

[Dr Atul - LNG]

It is possible, but my first recommendation would be to explore the Education option.

If you want to restrict users from passing tickets to other groups, you would need to introduce additional validation rules and conditions. This would involve more maintenance, governance and planning.

If you have clearly defined conditions, you could build the required logic using BR/Logic. However, my first preference would be to consider Education as the primary approach, as it may address the requirement without introducing unnecessary complexity and ongoing maintenance.

[dishapatel]

Hi,

the client wants to go with the restriction approach; can you please provide some steps on how it can be implemented?