Default Assignment Group

[ljschwaberow]

We have several groups, that we use for workflows and change request forms, in our ServiceNow instance that have the same users and we are wanting to have a default group set up for each user. That way when they fill out change request forms or are filling out an incident a specific group will always populate the same group. I have added a 'Default Group' true/false field to the list under each group and have set those individuals to true. However, I am assuming I would need to set a default value for the assignment_group field on the task table to pull the group with default group = true. However, I'm not quite sure what needs to be entered.

[Mike Allen]

That field is on user, so you'd have to dot walk it to your list, though I am not sure you can bulk update from there.

[randrews]

i am wondering if you could put a qualifier on the field on the user form that would ONLY show the groups they are a member of ... and make the field editable by the user...

that way YOU don't have to maintain it.. send an email to the it staff saying set it from here and let them set/update it themselves.

[jas101]

We currently have this in place but we want to help our guys logging tickets by auto-populating where relevant because in a high % of cases they will assign the tickets to themselves.

[ajbarnes]

I actually want to this as well - allow users to select their default assignment group given only choices from assignment groups they are members of.

[jas101]

I have another question regarding this! This is that we would like the Assigned to field to be populated by default with the Opened by user's name - I have enabled this easily by changing the dictionary default value to the gs user ID look-up, however whilst this is great for ITIL users e..g Service Desk staff logging records we need to make it exempt when tickets are logged via inbound e-mail directly from customers, otherwise we will find tickets assigned to non-IT users when we just want them to auto-assign via the auto-assignment rules we have set-up.

Any ideas how we could best achieve this?

Thanks,

Daniel