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Ticket Reassignment

Created: 13 May 2014 | 3 comments

I am working on deploying Service Desk 7.5. Is there a way to create sub groups that do not show up in assignments dropdown. That list in my company could get quite large I want to create a Desktop Applications group so that Help Desk assigns a ticket to Desktop Applications it will filter by location and assign to that group based on location. Example If help desk assigns a ticket based out of Kentucky to Desktop Applications it will assign it to Desktop Applications (KY) without Desktop Applications (KY) showing up in the dropdown.

Any suggestions help, thanks.

Operating Systems:

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Justin Dybedahl's picture

As far as I know, it's not possible to hide a queue from the assignments list.   If we had access to the set ownership and reassign workflows, you would be able to remove them.

Essentially, the assignments dropdown is controlled by the queues.   From what I understand from the documentation, the actual assignments of the ticket are the groups and users that are in the queues.  You might be able to use the send to workflow action on a rule and do the assignment to a Desktop Applications (**) group using that.  I don't think this is a good idea though and it's probably not supported but you're free to try doing so.

rrmarlatt's picture

@Justin I thought about that but I just really did not want to throw another workflow on my plate. You know how that goes. Thanks for the suggestion though. I wanted to make sure it was something I was missing.

Justin Dybedahl's picture

You may want to see if there is an idea request for this already or put in your own so that other users can up vote it.   If you do put in one, post it here and I'll up vote it.