2 Replies Latest reply on Aug 8, 2013 11:55 AM by Jamie Cannon

    assigned user not reset when assigned to new group but assigned user left blank

    Rookie

      We have begun to notice an issue. When an analyst has an incident assigned to their group and to them indivudally and then needs to assign it  to another group, but not to an inidividual in that group, it does not clear the 'assigned user ' data. Therefore, it does not show up in the new groups query of incidents assigned to the group but not assigned to an analyst.   In our case, the new manager of the new group looks at the query and then allocates the ticket to a member of the group. We do not want to assign these to the group manager, as different individuals act in this role at different times. Question is, should (how can) the 'assigned user' entry be set to null when incident is assigned to a new group?