Dynamically fill Assignment Group based on Location and group type

[envermalsia1]

Hello ,

How to auto populate assignment   group dynamically in incident based on user profile?

I will have hundred of locations and for each location I will have several user groups.

My requirement is for example:

I have a user that has location (e.g. Washington). I have user group (Washington IT) that has location covered (Washington) and also group type (incident_it).

I want if user is from Location Washington and incident is related to IT to be assigned to Washington IT group.

I want to create a business rule to fill assignment group based user's location. From location to filter groups that covered that location and have group type 'incident_it'.

Thank you

[ahmedhosam]

Hello Enver,

I have the same requirement here, I was thinking about a way to make it dynamic and easier maintained. was thinking of introducing the location field to the group table, then a business role that matches the group\parent group location with the caller location.

1- this can help with the incident creation (inbound action) that will be auto-assigned to the chosen group based on the location. (i.e IT Service Desk Washington)

2- Small change in the dictionary of the assignment group filed that will allow the technical users to choose the groups based on the caller location.

As well as you can check this URL, it may help you. (Define assignment rules)

Until now I didn't implement this solution but I hope it can help you with your requirement.