Assign Assignment Group and Assigned To at the Same Time

johnfeist · ‎10-19-2017

In Incident, when I open the reference list for assignment group, I can open a particular group and it shows the members of that group. Is there a setting that will allow me to set both the assignment group and assigned to by selecting the person from within the group?

Thanks for any information you can provide.

John

Hope that helps.

:{)

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Dave Smith1 · ‎10-19-2017

Is there a setting that will allow me to set both the assignment group and assigned to by selecting the person from within the group?

No, because a person could belong to more than one group.

However, I'd question why you're doing it this way. The intention is for someone to assign tickets to a group, then let that group view them in "My Groups Work" and take assignment of the ticket itself - i.e.: the assignment group simply works as a filter for functional escalation, getting it to the right department then not worrying who takes care of it after that (other than it will be taken care of).

An alternative is to look at the Assignment Lookup Rules, which can auto-assign groups based on ticket criteria.

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Dave Smith1 · ‎10-19-2017

The user who asked the question was looking to save two mouse clicks by assigning the group and individual at the same time.

Perhaps they could save themselves the effort completely using Assignment Lookup Rules to auto-route tickets.

I'm all for saving effort, but not when you're designing something to perform a manual mistake more quickly.

I'm also dealing with change management issues. Not the kind that SN addresses, the process of getting people out of their set way of doing things and accustomed to a new and hopefully better way.

You'll be surprised - or saddened - to hear that Change Management is a common point of contention in many organisations. There are plenty of places that get it wrong and become a barrier, rather than an enabler, of change - using convoluted processes, too many layers of decision-making, insufficient analysis or poor stakeholder engagement...

I'm not sure what's worse - those that are doing it badly, or those that know they're doing it badly but find reasons why they can't change so must continue along their toxic path.

Ah, well. Good luck with your endeavours!

DilipKumar DJ · ‎10-19-2017

Hi John,

The only option would be referring to sys_user_grmember table and then write an onChange client script to fill group and assignee.

johnfeist · ‎10-19-2017

Thanks Dilip. That's a road I'd rather not travel as I suspect I will need to be very careful of unanticipated side effects. For practical purposes, I'm going to go with it cannot be done OOB.

Hope that helps.

:{)

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