That's a very fair request Michael. I've raised the idea with our internal development team to consider for the backlog of of a future release. Thanks for the feedback!

Obviously a vote up for this one

kr, dawi_x

Thank you for the feedback, this is a feature we are looking into for our next release (Apollo).

Our workplace has in excess of 400 IT Support staff. 

To help avoid losing tickets and missing OLA/SLA's it is considered best practice to assign to a queue,  rather than an individual.  Groups then manage their own workload by picking up tickets themselves or ensuring someone assigns the tickets out as they arrive.

For us this is needed in all areas,  including Change Implementation and Planning Tasks.

Please be care not to restrict this to ONLY groups as this business practice only applies on initial assignment.  Resolver groups may have a need to delegate out one or more subtasks to individuals so some flexibility is required here.

We look forward to the Apollo release as changing business practice to accomodate individual assignment is unlikely to be an option.

Gets the thumps up from me too.  Jason - do you have a planned release timeframe that you can share with us for the Apollo release?

I suppose I should report back that I created a process type action that allows for the assignment of a subtask to a group. Obviously, the only way to do this was by directly modifying the SQL table, so that's what I did. The subtask is initially created and assigned to a single user, then this custom process can reassign to a group. It has been working in production for nearly two months now, but I'd still like to see this as a native feature.

We were able to pull this feature into the MP1 release due in May.

Normally a list of fixes included in a release is included as part of the documentation for the release. I'm not aware of any specific list existing at this time.