Reassign tasks

[Baggies]

Before implementing Service Catalog for a client, I asked the question of them " how do you want to handle reassignmments?". For example, a user submits a "request not listed here" type of request. Service Desk gets it, and assigns it a GroupA. GroupA decides it really should go to GroupB and updates the assignment group field. It shows up in GroupB's tasks, but no notification has been sent. Surely once the task gets assigned, the event 'sc_task.assigned.to.group' will be re-triggered, and a new email sent. This doesn't appear to be how servicenow works. If anyone can enlighten me on the OOB functionality I would be grateful. Having played around with this on the demo sites for a while, the best I can see if to make sure the event gets re-triggered on an update. Of course, I may be missing the boat completely on how re-assigning is handled in the real world. Cheers, and Happy July 4th to our Southern neighbours...

[Mark Stanger]

Probably just an oversight in the demo instance, but the reassignment of a catalog task should definitely trigger an event and send out an email the same way that it does in incident management. You're probably already aware of this, but I'll mention it as well. There is typically no reassignment of a request item or request ticket since those don't get assigned out at all.