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Assign to Support Group By Analyst?

Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

We have a few hundred Support Groups in our Cireson portal environment. So knowing what 'support group' is needed for escalation is sometimes a challenge.

  1. Sometimes we know 'who' the people are, but don't know the Support Group name, is there any discussion/functionality around "Assign to Support Group By Analyst"? We already have "Assign to Analyst By Support Group".
  2. Has anyone done any automation where if the Assigned To is updated, automation checks the Support Group and assigns to the group that analyst is a member of?
  3. Can someone explain what the benefit of separating these two areas, not sure I understand the value of having to adjust two fields, thinking it could be handled with one.
  4. Has anyone done any work with identifying unique key words in the description of tickets that will then automatically 'suggest' Support Groups for assignment of that issue?

Appreciate any thoughts on this, thanks Cireson Community.

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