How to route all orphaned tickets back to group.

[Kaleem Shaik]

Hi All,

How to route all orphaned tickets (assigned to groups / users who don't have roles) back to their original groups?

@Ankur Bawiskar @abirakundu23 

[Dr Atul G- LNG]

Yes @Kaleem Shaik 

You can do but issue is if the incident is not assigned to any group then which group it should go. I.e. reason i mentioned, assign to SD.

[Kaleem Shaik]

Hi @Dr Atul G- LNG 

can you please share me the script for to assigning the orphaned tickets to SD group.

[Dr Atul G- LNG · Accepted solution]

Hi @Kaleem Shaik 

Do this via Flow Designer

Trigger

Schedule

Action

Look up for records

where Inc.assignemnet group is empty ( or as per conditions)

Logic

For each 

Action

Update record

Assignment group = SD

For each record

[Kaleem Shaik]

Hi Atul, 

I have new requirement that is Tickets should not be assigned to groups that dont have these below roles: release_v2_admin & release_v2_user

for ex: features tickets.

[Sohail Khilji]

@Kaleem Shaik 

As guru suggested orphan ticket as assigned to SD group. If you wanted certain logic were you wanted to set the ticket assinged to perticular team you can use assignment lookup or in you wanted to set the assignement group based on CI support group you can create such logics too...

based on your business needs you can create multiple custom logs or OOTB logs to make sure you save your SLAs...