Reassignment the Case to particular groups

[iztgokul]

Hi Team,

We have created an HR Service that belongs only to China. When a case is created for this service, it gets assigned to one of the China assignment groups.

Our requirement is: if the case needs to be reassigned, the Assignment Group dropdown should only display China groups (no other groups). We do have a naming convention where all China groups end with “China”.

Could you please guide me on the best approach to achieve this?

Regards,
Gokul

[GlideFather]

Hi @iztgokul,

I don't know if I understood you correctly, if you select HR Service for China only and yo uwant to reassign to another group, you want to select only groups their name ends with "China", right?

It can be easily achieved by reference qualifier (click right mouse button on the assignment group and click Configure dictionary).

But I wouldn't rely on string in name fields, instead I encourage you to create a specific group type - related to location or service or depending on your needs - and make the selection per the group type, not by name...

Example: create a group type "China HR" and apply it to all the groups that you want to be selectable for that particualr HR Service and in the reference qualifier make it "all the groups with groupy type "China HR".

This approach is much more stable.