Limit Assigned To Choices to Assignment Group

[johnfeist]

I suspect (hope) that this is a simple on.   I need to include assignment group and assigned to on the Service Desk New Call form when the call will go to an Incident.   I used the setup on Incident as a guide.   I have everything okay for assignment group.   Where I'm running into a problem is limiting the list of individual assignees to members of the assignment group.   As far as I can tell I've duplicated the setup from incident, but when I click on the magnifying glass for assigned to in the New Call form I get a lot more data than I should.

Any suggestions would be greatly appreciated.

TIA,

John

[Gaurav Bajaj]

Hi John,

Try to add relevant filters in the assigned to field dictionary.

[johnfeist]

Hi Gaurav,

Thank you for replying to my question.   I have the conditions Active is true and Roles is ITIL in place.   Those significantly cut down on the number of choices but still leave way too many.   The two conditions basically limit the contents of the list to fulfillers.   What I need to do is this.   Let's assume that I have a group, Helpdesk that has Terry, Sandy and Kim as members.   What happens in Incident is that when I have the Helpdesk as Assignment Group, the only names that show up when I look under Assigned to are Terry, Sandy and Kim. That's the behavior I am looking to replicate.

Best regards,

John

[Gaurav Bajaj]

Hi John,

As per my understanding, you need the assignee list based on the assignment group only.

This is OOB behavior on task table as there is a dependent field added in the dictionary of assigned to the field.

Please check the below value is filled or not?

If not, please add it there. I am positive that it will work out.

Thanks

Gaurav

[johnfeist]

Thank you Gaurav.   As far as I can tell, Call (new_call) does not extend Task.   I have my setup as you suggested.   I think that the Assigned to needs to come the group member table (sys_user_grmember) as that is where the relationship between users and groups exists.   When I set that up, I am halfway to where I need to be.   That limits the users to those within the group.   The problem with that is the choices are the user sys_ids.   What I need to display as choices for Assigned to is the user names which would require a dot walk sys_user_grmember->user->name.

I hope that makes sense.