Best practices for disabling an Assignment Group - Identify automation associated with the group.

[JR42]

Before disabling an Assignment Group, how would one go about identifying any automation (record producers, scheduled templates, workflows, etc) that may be creating/assigning tickets to the assignment group?

Also, is there any need to move the Closed tickets before disabling the assignment group?
If I don't move the closed tickets, will they still be returned in report results, or do they become hidden/archived?

Thanks!

[Sagar Pagar]

Hi,

You have to check the assignment rules, business rule, workflows, flows, client Scripts with Script Include, System Properties, UI actions with group sysi_id etc.

Check configuration items with support group.

Also, check is there any mapping with assignment group.

Before disabling it, you should assign the tickets to other assignment group. No need to update old tickets.

Thanks,

Sagar Pagar

[Sagar Pagar]

Hi,

If you create reports on old tickets, assignment group will be there in data.

Incase if you delete it, it won't be in report. It will be with sys_id.

Thanks,

Sagar Pagar

[JR42]

Hi, Sagar.  What is the best way to identify the assignment rules, business rule, workflows, flows, client Scripts with Script Include, System Properties, and UI actions associated with the group?  Would it be to open the group record and then go through the Configure menu?

Thanks!

[Sagar Pagar · Accepted solution]

Hi,

You can check as follows.

Assignment rules:

Navigate to System policy --> Assignment and check your assignment group in group field.

Example-

Business rules/UI actions/Script Includes:

Check the script, assignment group sys_id used or not

Filter: Script CONTAINS assignment group sys_id

Also, check in Condition builder

Assignment group IS your group-name

Example-

Client Scripts:

Check client scripts with setDisplayValue function with group sys_id and name.

System Properties:

Check the Value field with group sys_id.

Configuration item:

Check the Support group/Approval group field.

Thanks,
Sagar Pagar