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Auto-remove assignee

Maebel_Ibarra

Maebel_Ibarra Customer IT Monkey ✭

October 2016 in Service Manager Portal Feature Requests

We'd like to have the function where the ticket auto-removes the assignee when it is transferred to a new group

1

1

1 votes

Submitted · Last Updated October 2016

Comments

Geoff_Ross Cireson Consultant O.G.

October 2016

Hi Maebel,

Something that works for many customers is to disable the Support Group and Assigned to fields on the Work Items form and allow analysts to use the Assign by Group task which handles this very nicely.

Geoff

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Maebel_Ibarra Customer IT Monkey ✭

October 2016

Thanks Geoff! We have tested this before. However, our concern on this is we don't have an option to remove the current assignee if we are only to transfer the ticket to a new group. Our process in handling tickets is that when you transfer tickets to a new group, the assignee field should be empty. It is up to that receiving group to assign the ticket among their team members.

0

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