Change "Assigned To" field so it is not a (REQUIRED) field

Hayden_Eckhoff

Hi,

At the moment when we assign a call to a Support Group the Assigned To field is required.

I am wanting to know if there a way to change this so the Assigned To field is not required or mandatory. If this is possible how would I go about changing it.

Any help is appreciated,

Thanks,

Hayden

Joe_Burrows

Hi Hayden

Are you using the portal task "Assign to Analyst by group" to do the assignment? In which case there is a customization here to achieve this.

Or if "Assigned To" is required directly on the form, you just need to amend your custom form:



See below KB for more information on custom forms:
https://support.cireson.com/KnowledgeBase/View/51

Joe_Burrows

Hi Hayden

Are you using the portal task "Assign to Analyst by group" to do the assignment? In which case there is a customization here to achieve this.

Or if "Assigned To" is required directly on the form, you just need to amend your custom form:



See below KB for more information on custom forms:
https://support.cireson.com/KnowledgeBase/View/51

Hayden_Eckhoff

Awesome that has worked. I updated the Incident.js and copied over the custom.js file.

What I did notice is it added a new option "assign to me". if this is assigned to a different support group and I click on assign to me its still assigned to that support group. Anything that could be changed for this or am I doing something wrong?

Joe_Burrows

Hi Hayden

"Assign to me" is an out of the box task, if its only just appeared im guessing it was previously hidden in you custom.js. This task doesnt change support group so you'd want to re hide this if your worried assignment will mix up support group and assignee's. 

To hide tasks see below:
https://support.cireson.com/KnowledgeBase/View/1166 

Hayden_Eckhoff

awesome thanks this is what I am looking for