2 Replies Latest reply on Dec 10, 2013 11:15 AM by dmshimself

    Assign Incident based on end users office location

    GarethReeves Apprentice

      We currently have users logging incidents by mail and self service, at the point of logging the Incident is unnassigned, we use queries to check for end user locations and certain analysts use the query that then shows them the users for the locations they support.

       

      The only thing I can do is send an email alert to the Analyst stating a new incident has been logged as it is not assigned at this point. Is it possible to add some logic that checks the end users location during logging and sets which group the Incident is assigned to based on the location? Location is imported from AD and we have groups setup for each site for ANalysts, I can't work out how to link the two to create an auto assignment during logging.

       

      Any Ideas?