On the User Management menu, select the Support Group that incidents cannot be assigned to. On the Support Group screen select the IPC(s) module from which calls can be assigned to the Support Group. With that the Support Group should appear as selectable on your Incident Assignment form.
Thanks for the reply - I've doubled checked my support group window and I don't get any options like the one you mention above.
All I get are options to add users to the group, amend priviliges or modify/delete the group
I've logged on as SA and checked and no-options there either.
Sorry if I'm being stupid but could you elaborate at all?
When you select the Support Group (to Modify ) the Support group window may have fields that allow IPC calls to be assigned to the Group. (See attached image below. Only Incident calls can be assigned to this Support Group as Problem and Change are not selected). If the fields shown below are not on your Support Group window you will have to add them through Window Manager.
Thanks for the reply
I don't have those options you have, and I had already checked my window and don't have these attributes to add to my window either so don't know where to go from now.
I've just created a window on my test system and added every attribute to it - nothing looks like what you have so it must have been done at initial set up.
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Yes - Martins's set up is not OOTB - but good idea to nick!!
Hayley - do you have any filters that apply on Incident Management.Assignment.Group attribute? Maybe its filtered out on some other criteria.
Thank you for the reply - it was like a light bulb cause I didn't even think to look for filters at the object level !
There was no filter on any attributes in the group you mentioned above but I found it eventually on one in the reassign object.
All fixed now - Something so simple and I think I'd probably have been staring at it for days !
Great - I did mean the reassign object