Assignment group Auto-populate based on the caller's assigned groups

NishaB
Tera Expert

Hi,

 

When I'm creating an incident record, I want the Assignment based on the logged in users Assignment group. I want the assignment group to auto-populate based on the logged-in user's or caller's assignment group. If there are multiple groups, it will show all groups available for selection in the alphabetical order. How to do this?

12 REPLIES 12

This is the business requirement that I got

Plus callers most of the time are not/should not be members of any assignment groups.

Are you sure you got the requirements right?

Based on the Assignment group of the logged-in user

Let me try to draw up an analogy of how this requirement looks.

Say you have a car and you take it to the repair shop (you raise an incident).

Normally, based on what you claim (the engine doesn't starts, the stop doesn't light up, the shifter doesn't work, etc.) your car (incident) will be routed to the (assignment groups) engine department, electrical department, mechanical department, etc).

If we were to present this the way you describe the requirement, we could say that no matter what you claim at the repair shop reception (engine, lighting, shifter problem) the car would be routed to the painting department, because you are member of the painter's club.

Doesn't make sense.

I have no other option. Please give a solution