Set assignment group on new records to the group that contains the ITIL role

[Amelie G]

Hi all,

I have a request to set the assignment group on Incident, Problem and Change record based on the user who raises the records. The group should be the one that contains the ITIL role (users might be part of more groups but only one of these contains the ITIL one). For the end users who don't have the ITIL role and can raise tickets via the portal, the group should remain the current one which is set as default when all tickets are raised. I assume I need a business rule for this,but would really appreciate a snippet of code to fit my requirements.

Thanks

[bammar]

Hi Amelie,

On the left hand menu look up Assignment

You can set up auto assignment rules- they work when NO one is in assigned to or Assignment group- you can rank them and make a catch all group with highest order number...

Also in your catalog items if you specify a group- it will send tickets to the group- you can also do it dynamically using your rules....  If you dont specify the area I mention above will handle the assignment- please remember the catch all group so you dont have incidents or problems that go to NO group or User- you may also want an insurance report in case to see if that ever happens so you can avoid it.