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SmartIT - Support Group Assignment Enhancement

score 110
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Hi,

I have following requirement:

I have two Support Groups: Support Group A and Support Group B.

In each Support Group are n member.

A new ticket (Incident/Change/Workorder/Task/Problem/Release) will be created for Support Group A.

Support Group Member A of Support Group A reassign the Ticket to Support Group Member B of Support Group B.

This should be prevented that a support group member can assign a ticket directly to another person of another support group.

E.g. personal assignment should be only allowed within the own support group. For all other cases it is only possible to to assign the ticket to the support group, without personal assignment.

Please feel free to comment this idea, if anybody knows a workaround to capture the requirement.

 

Christoph

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