Incident - Restrict the Assignment Group field on Incidents to active support groups

[Pradeepa Boopat]

As a Service Desk agent, when I assign an Incident to a support group, using the Assignment Group field, I only want the system to show me those Assignment Groups which are active in the system, so that I can route the Incident in an effective and efficient way.

[Nayan Dhamane]

Hello @Pradeepa Boopat ,

Just right click on the field it will give you the iption to configure dictionary. click on it.

After opening the field please select the condition as active is true in reference qualifier condition.

If you want the changes to only happen on incident table and not on all task table as the assignment group is extended field of task table. You can just use the dictionary override inside the field related list.

[sushantmalsure]

Hello,

Goto configure dictionary fo assignment group

check if there is any dictionary override present for incident table

if not then add following in reference specification,

and if dictionary override is present then add follwing in override reference qualifier