Configuring Assignee Groups for Ticket Templates

To configure an Assignee Group, do the following:

  1. Navigate to the Customization > Service Desk > Tickets > Workflow > Templates section.

  2. Select the template to configure and click edit. The Ticket template dialog box opens.

  3. In the Template Definition section, click New and choose the Assignee Group from the field drop-down list.

    INFO: For details on groups, see Help: Group records.

  4. Assign the group value in the Value field and click OK.

  5. Click Save.

    NOTE: When you set the Assignee Group for Ticket Defaults and any Ticket Template, the group specified in the Template takes precedence.