Auto-populate assignment group based on the caller

[NishaB]

Hi,

When I'm creating an incident record, if the caller who is raising the incident is part of an assignment group, I want the assignment group to auto-populate with the assignment group of the caller. So basically, assignment will be based on the logged in users Assignment group. If the caller is part of multiple groups, then it will show all groups available for selection in the alphabetical order. The caller can edit the assignment group and and can assign the incident to other assignment group if he wants. How to do this?

[Brian Lancaster]

I think in this case you will need to create an onChange client script on the caller field. The script will need to call a script include that checks if the caller is a member of a group and then return that group so it can be set by the client script.

Note: I'm not sure this is a good process what if the person is a member of a group but the incident needs to go to another group to be fixed. Something like my access to a Data base stopped working and I need to engage with the DBA team to have them fix it. I would not want the incident assigned to my team.