Is there a way to remove groups from "Assignment Group" for Incident

[Wendy Peterson]

I need a way to remove certain assignment groups so they can't be picked from incident but they should still be available everywhere else. Any ideas? We use the Task Assignment group on all our forms.

Our helpdesk manager wants it so certain groups can't be picked but they still should be able to be picked from everywhere but incident like tasks etc.

Thanks

[jordanr]

Hi Wendy,

I was curious if you were how you were able to accomplish this task. I also have a group that I do not want to be assigned incidents, but not removed from tasks. By adding filtering by type it seems like this would remove it from the task filters as well. Is there a way to filter by assignment group name or did you have to alter several reference qualifiers to achieve your goal. if you used type and altered reference qualifiers, could you provide an example?

Thanks,

[randrews]

you can use a dictionary over ride to modify it on each table...

click on the personalize all then dictionary entry   over rides and set the ref qualifier just for that table.

[Shawn Dowler]

In our instance, I created types called incident, problem, change, and request. Most assignment groups then get all of these types. For the few that we want to only appear in one place, we just give it one, like change, for instance. Or if you want it to appear everywhere but change, you can just remove change.

Then after all the groups that we want to be assignment groups have at least one type associated, we can use the dictionary override for each table. For incident the reference qualifier is

active=true^type=30fd5ec2a816110047cdf26c8f167fec

Similarly, we have the same reference qualifier for both change and change task, so they have the same groups in both places:

active=true^type=da2e5ec2a816110047cdf26c8f167fee

As you can see, you have to use the sys_id of the type you want to filter for. It works really well for us.

[jordanr]

Thank you very much for the explanation and examples. This was very helpful. I was able to get it working by using the sys_id.

[postwick]

That solution is major overkill.   Add a field to your Group form as a true/false.   Name it "Allow Assignment"

Now right-click the Assignment Group field, select Configure->Dictionary, and add a simple filter for "Allow Assignment is true"