Our present Incident process creates an incident and by default, assigns this incident to the Service Desk. Our current goal is to be able to allow the analyst creating the incident to choose which group to assign it to on creation, and if this value is left null, then to have the incident assign to the analyst creating it. I was able to modify the InitialAssignmentGroup attribute in the Incident object in the Incident Management module to not have a default value, thus prompting the user to populate the appropriate Support Group, but when testing this change, regardless of the group that is assigned, the incident assigns to Service Desk.
Currently, the beginning of the Incident process is below (which I believe is basically OOTB):
This assignment is what assigns to the Service Desk, as far as I understand it. Is there a value type I can set this to to use the group that is set in InitialAssignmentGroup?
So, to split my post into two questions:
1. How can we keep the initial assignment group from defaulting to Service Desk, and instead assign to the chosen group?
2. If that group field is left blank, how can get get the incident to assign to the analyst who is creating the incident? I imagine this will require a decision point added into the process, I'm just not sure how to proceed from there.
Any advisement is appreciated.