Incident Queue - Assignment Group vs. Assigned To

[michaelryba]

Does an incident still appear in the My Groups queue once assigned to an individual or just in the individual's queue?

[Nate23]

"My groups work" oob it shows all active tickets assigned to your group but assigned to is empty.

"My work" oob shows all active tickets assigned to you.

check the filter when you click on it or the breadcrumbs at the top

[Nate23 · Accepted solution]

you can edit the filter if that is not what you want it to show. you can go to System Definition > Modules and find the module My Groups Work. Make sure it under the correct application menu. click on it and edit the filter.

or if you want to do it personally just for you. you can click my groups work then edit the filter on the list and click save filter and you can access that anytime.

if you are in ui 15 you can click on the bread crumbs and drag and drop it over to the edge to create a quick link too.

[michaelryba]

Thanks, Nate for the quick turnaround. Exactly what I was looking for.