If a user is member of more than one assignment group, how can we make one assignment group as his default assignment group?

[benz2016]

If a user is member of more than one assignment group, how can we make one assignment group as his default assignment group?

I have Service Desk Analysts who are a member of 2 assignment groups - Group A and Group B

The Default assignment group for all tickets is Group A but when some analysts click on "Assign To Me", it changes the assignment group to Group B

It does not happen when the select their name manually in "Assigned to me" field and Click "Save"

[ghsrikanth]

I dont know any property which can say that this particular group is default for a user.

May be introduce a new attribute like 'defaultGroup' (boolean) in sys_user_group, the table which has information of users and their groups and for every user mark one group as default like a flag which says true or false.

And the above requirement can be achieved by onChange script, by querying the sys_user_group table and retrieve the group which default flag = true for that user

Mark if it is helpful

[HugoFirst]

I'm with Srikanth,   I don't know of a way out-of-the-box to do this.

If I were to approach the problem, I'd do something like this:

1. Create a new field on the sys_user table named u_default_group which would be a reference variable to the sys_user_group table.

2. Populate this field any of a number of ways ( here are 2 )

        - Expose it on the "Self Service" view of sys_user and ask all the users to set it for themselves.

        - Have a scheduled job run to set the u_default_group to the first group returned on a query of groups for this user.

3. Change the "Assign To Me" UI Action to refer to u_default_group to make the assignment.

[Brian Dailey1]

Hi benz,

We have gone the route mentioned by others here, of adding a custom "Default Group" field to [sys_user].   The problem with this approach is remembering to fill in this value in addition to setting up the user's group memberships.

What I would recommend is instead adding a custom "Default" field to the many-to-many table "Group Member" [sys_user_grmember] that stores the users group membership.   This shows as a related list on the user's record, and you could easily just set this Default field to true while maintaining the group memberships.

The only additional piece you would need is a Business Rule (make as an After business rule on [sys_user_grmember] for Insert/Update) to make sure a user has only one group membership marked as default (assumes your custom field is named 'u_default'):

var grGroups = new GlideRecord('sys_user_grmember');

grGroups.addQuery('u_default=true^user=' + current.user.sys_id + '^group!=' + current.group.sys_id);

grGroups.query();

while(grGroups.next()){

        grGroups.u_default = false;

        grGroups.update();

}

See if that works for you.

-Brian

[sgrison]

If a user is a member of multiple groups then let them select the group in which the record applies to (incident, problem, change, etc).

Having a 'default assignment group' on the user record will be a challenge to maintain and probably won't bring much value.   Your are opening yourself up to a world of hurt!

If you'd like to keep the button I would have it do the following:

• if the user is a member of 1 group then set the assignment group and assigned_to
• If the user is a member of multiple groups then clear the assignment group and set the assigned_to