Assignment Group Configuration Help

[kshaw]

I am looking for expertise in configuring assignment groups. This stemmed from a Help Desk ticket that got assigned to an assignment group that was for testing but contained the keyword that the agent searched on.

Our assignment groups can be defined by 2 groupings:
- assignment groups for tasks in workflows/flow
- assignment groups for other security restrictions (subteams, access to reports, dashboards, testing, subtasks)

We don't want the second group visible as an "Assignment Group" for routing of tickets.
Is there anyway to manage that?

[Gangadhar Ravi]

You can use group type and build reference qualifiers based on that.

[AndersBGS]

Hi @kshaw ,

 in general you need to how you identify and separate the two group from each other. Do you as an example have a specific naming convention? If that is the case, then you can create a reference qualifier to separate them.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

 Anders