ITSM Group Hub

Diane22
Tera Guru

‎03-21-2025 11:42 AM

We'd have a need to create a group hub.

 

The one group (10 people) doing triage for many groups - all tickets appear in "my groups work" - but preferably without needing to add the triage members to every single group.  This triage group would only see the 'unassigned' records.

 

No change to the records presented to "my work"

 

The Parent/Child relationship does inherit the permissions, which is fine, but doesn't give us quite what we're looking for to build a "hub" like structure, while avoiding people needing to be a member of 20 groups.

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎03-21-2025 03:03 PM

Hi @Diane22 

If I understand correctly, you want the triage group to see only unassigned tickets. If that's the case, the fundamental issue is that once an incident is assigned to your group, it is no longer unassigned. Or am I mistaken?

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