Dynamically set assignment group based on the caller

[NishaB]

Hi,

I want a task to be done. When the caller is creating an incident record, I want the assignment group to be dynamically populated with the assignment group of the caller. How to do this? Please provide the code

[Dr Atul G- LNG]

Hi @NishaB 

If I’m not mistaken, you’ve brought up the same question we discussed earlier. As per the process, this is not a valid requirement, and it needs to be reconsidered. What if a user is an end user and is not part of any group? And what if they are part of multiple groups? You should also consider these scenarios before building the solution.

[NishaB]

If the caller is a service desk agent, he will be a member of an assignment group. So I want that assignment group to be dynamically populated if the service desk agent i.e. caller is raising the incident. If the caller is not part of any assignment groups, then it is okay, we can leave the assignment group field as empty. If the caller is part of multiple groups, then automatically populate the assignment group field with any of the assignment groups. This is the requirement.

[Dr Atul G- LNG]

Hi @NishaB 

Thanks, Nisha, for the clarification. Now, let’s say I’m the caller and I’m part of the reporting team. In this case, the incident will be assigned to the reporting team. But I’ll be working on this incident since it’s assigned to my queue, and we are users, not fulfillers. So, what business value does this serve? Also, if a user is in the SD group but encounters network or server issues, what should they do with the assignment? I’m not clear on what business value this approach brings, as it seems illogical.

[NishaB]

Yes. This is the requirement. But this is needed. We just need to show the assignment group populated based on the caller in the incident form. If possible, we can change the assignment group. But initially, we want the assignment group to be populated based on the caller