Set assignment group if empty but someone is assigned

[jesse-csu]

Our incidents are driven by the category/subcategory to route to the correct assignment group. The issue is some users tend to assign themselves to the incident prior to submitting the incident and this ends up clearing out the assignment group field. So the incident is then sitting in no assignment group (empty in this case).

I am looking for a way to prevent this. Some of the options I have tried are:

I tried the client scripts posted here and they only seem to work if the assigned to field is empty. If there is someone assigned, it does not work.

I have also tried setting an assignment rule using assigned to is not empty and assignment group is empty, but that does not work.

I also have a UI policy on the task table in place to make the assignment group mandatory but that is not helping either.

Any ideas are much appreciated. Thanks in advance.

[jesse-csu]

Hello Darlene,

I think Trevors ACL input may work out for us. But to answer your question, there is no default assignment group. The assignment group gets populated after clicking submit, based on what the category and subcategory are set to.

For example, Category:Desktop Support and Subcategory:Technical Problems, will route to our Desktop Support group. Where as Category:Network and Subcategory:Wireless issue would route to our Network group and so on and so forth.

Thanks,

Jesse

[ajay_thokala]

In general assigned to will be dependent on Assignment group. You can give the dependency and reference qualifier to assigned to so that it will accept only the members of the assignment group. So it will not allow the users to provide themselves as assigned to. I hope this can be possible.

[uma17]

Hello,

Even I am facing an issue similar to you Jesse.

I have an ACL written for making the assigned_to readonly to all except to group members of the assignment_group.

Every time I change the assignment group, the assigned to will be editable for the group members only, for others its readonly.

This is working fine but , when I am creating a new ticket this ACL is not working for me, Since the assignment group is coming as empty in the ACL. If I try to update an existing ticket things work fine.I have written a script in ACL to check if the logged in user is a member of the assignment group.

Thanks

Uma