Allowing assignment groups to only be visible for incident tickets in the look up field

[Amith P]

Is there an option to show the assignment group based on the module; instead of setting the 'Type' option for selecting the modules while Assignment Group creation.

Let say we add a couple of new checkbox fields to the Group table E.G. ‘Requests Only’ and ‘Incidents Only’.Then add some sort of reference qualifier to the Assignment Groups drop down menu in the Incident/Problem/Change/RITM and Task tables.

 So if an Incident ticket is created, in the assignment group selection the group should not be visible if we set the field ‘Requests Only = True’. Same as if a catalog task is created, in the assignment group selection the group should not be visible if we set the field  ‘Incidents Only = True’.

But the problem is, if we created such fields will be referred in TASK table. So is there any option to do the same?

I can explain more if my question is not clear.

Attaching the screenshots as well.

[Amith P]

Hi Brian,

If we do so, the changes will happen directly in the Task Table as the assignment_group reference is from Task table only.

So if we add the reference qualifier condition as 'Incident Assignment', it will be there for Problem as well.

[Brian Dailey1 · Accepted solution]

Hi Amith,

You can set different reference qualifiers for Incident, Problem, Request, etc., by using Dictionary Overrides (click to ref.) on the dictionary entry for task.assignment_group.  To do so (example, for Incident):

1. Create your new group type (e.g., 'Incident Assignment') in table [sys_user_group_type].
2. Open the module:   System Definition>Dictionary
3. Search for Table = task and Column Name = assignment_group, and open that dictionary entry.
4. Scroll to the bottom to find the related list Dictionary Overrides.
5. You may see one listed for Incident, but if not just click 'New'.
6. Check the box for 'Override reference qualifier' and then specify your new RefQual:
   (e.g.)    active=true^type=[insert sys_id of your new group type here]^EQ
7. Save your override.

Repeat this for each table you wish to establish a specific group type for.  In this way, you should still be able to treat each Task type uniquely.  Let us know if you have more questions.

Thanks,
-Brian

[Amith P]

Thanks Much.. This was what i wanted. 🙂

[Brian Dailey1]

Great, glad it helped.

-Brian