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Smart IT - Remove Owner Group and Owner Fields from Remedy

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The Owner Group and Owner fields are not accessible in Smart IT for anyone. These fields seem to be hidden. Unable to see or change the Owner Group & Owner fields in Smart IT.

 

The majority of knowledge articles have the same Assigned Group, Assignee, Owner Group and Owner. I am not understanding the purpose of having four assignment fields, especially when half of them are inaccessible.

 

If a Knowledge User assigns an article to themselves, because the prior assignee has left the article's assigned group (Remedy support group), then that leaves clean up of the Owner Group and Owner fields, since those fields are now out of date.

 

Please remove the Owner Group and Owner fields from Remedy.

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