Creating "Teams" in Organisations, but hide from the "Assign" list

[samwoo]

Hello,

I am wondering if we can create "Teams" in Organisations, but hide it from the "Assign" list against tickets?

This is for the "Basic" users only and helps to preserve the Customer information present on the Customer Details region against tickets. This will also allow us to force select only from a list of teams and department values when doing an external script/process for the New Starter / Mover Processes in Active Directory.

Please advise.

Thanks,

Samuel

[James Ainsworth]

Hi Samuel,

I just wanted to confirm the scenario that you are working with.  Do you have Services that are supported by All Teams, but you are also wanting to create teams that are unrelated to the Service Desk that contain basic users and you don't want these teams listed when assigning a request to a Service Desk team?

 

[samwoo]

Hi @James Ainsworth,

Most of our Services are supported by all teams, yes we want the concept of teams not related to the Service Desk for Basic users and not have them listed when assigning tickets. 

This could potentially lead to Services where certain teams could be subscribed to in the future. 

Thanks, 

Samuel

[Michael Sharp]

Can you leverage the user group filter in the service portfolio?  Not sure if this will work in your example?

[James Ainsworth]

Samuel, 

Have you considered using Groups rather than Teams for the basic users?