Reassigning tickets to a different assignment group

[markkreitz]

what role is needed to allow an agent to transfer a request from one assignment group to the another one?  for example, i have a procurement assignment group and once the item is purchased and shipped, the ticket should be sent to the local tech (help desk assignment group) but the procurement agent cannot do this, only a SNOW admin can.

[Zach Koch]

You would need to take a look at the ACLs on the sc_request table and look at what security rule is controlling Write on the Assignment Group field, then look at the role required. You could create a new rule to add whatever roles are needed.

[markkreitz]

dumb question (sorry, i'm new to SNOW) but how to i look at the ACLs on the sc_request table?

[Zach Koch]

Go to your table, and on the List of records, right click a column and hit Configure, then pick Security Rules like the picture below

On the list that is brought up, right click write under the Operation column and hit Show Matching

Look for any Security Rule record that has Assignment group in it. It may not be there and fall under a table.* or a parent table ACL. I wouldn't recommend messing with any of these unless you are comfortable with what is going on as these affect access as these control who can perform CRUD operations on that table.

[markkreitz]

I don't see anything (even in the description) that has anything to do with Assignment Groups.  do i have to create a role specially for this?  if so, any idea how i would do that?