Stop tickets being assigned to a resolver group

[Adith]

Hi Team,

We would like to stop tickets being assigned to one of our resolver group. Can we restrict the ticket assignment rather than deleting the resolver group ?

Regards

Adith

[Emily Patrick]

I think you can turn off task assignment for a queue using the following toggle bottom: 

Would need to go into the relevant resolver group to find it. 

[Adith]

@Emily Patrick - Thanks Emily for this, I have tried it but it still shows me the resolver group while assigning a ticket, and it gets assigned too.

Not sure if anything more to be done here.

[James Ainsworth]

Hi @Adith

Thanks for your post.

Regarding tickets (requests) and controlling who can be assigned a request, this can be done under the Service Desk option in the Service Manager Configuration.

When setting up a team, you can select individual users from being available for assignment when that team is selected on a request.  If you set all the users in a team to No then the team would also not show in the list of teams to assign to on a request. 

The above mentioned Allow Task Assignments is for the assigning of tasks/activities rather than requests which can be very useful for task management.

Let me know if this is what you are looking for. 

[Adith]

Hello @James Ainsworth

Thanks for your response. Exactly, this is what we were looking for, it works

[Amanda Durgan]

On 09/11/2023 at 19:16, James Ainsworth said:

Hi @Adith

Thanks for your post.

Regarding tickets (requests) and controlling who can be assigned a request, this can be done under the Service Desk option in the Service Manager Configuration.

When setting up a team, you can select individual users from being available for assignment when that team is selected on a request.  If you set all the users in a team to No then the team would also not show in the list of teams to assign to on a request. 

The above mentioned Allow Task Assignments is for the assigning of tasks/activities rather than requests which can be very useful for task management.

Let me know if this is what you are looking for. 

Hi 

I am having an issue with Team members not getting the option to assign to a team that they are a member of?  They all show as Members and have 'enable assignment' enabled in the Service Desk Team configuration.  They also have the role 'Service Request Assignee' assigned.  They can assign to all the other Teams they are members of - just one specific one is causing a problem.

Any ideas what this may be and where else I need to look please?

Thank you as always.

 

 

[Amanda Durgan]

...and Incident Assignee

[Berto2002]

@Amanda Durgan are you using Supporting Teams in Service Portfolio? Is that team with the issue listed as Supporting Team for the Service or Services having the issue?