I had an idea, after a discussion with a costumer, how to automatically change the support group depending on what user is changed or added to “Assigned To”. The reason for the question is to get the correct statistics when looking in the reports.
The solution I developed includes a database, for storing the users and which support group they belong to, and some Runbooks for adding the support group to the Incident. In the example a user can only belong to one primary support group in the database.
Runbook that monitors for “Record Assigned” changes in the “Action Log”. This record is added if a user is assigned inside the Incident form.
Runbook that monitors for “Task Run” changes in the “Action Log”. This record is added if a user is assigned an Incident from the “Assigned to Analyst” under the “Assign” task.
Runbook to get and return Assigned User from Incident ID.
This Runbook gets the support group from the database. It will need the username of the “Assigned User” to be able to return the support group from the database for the user.
This Runbook will add the support group to the Incident. The support group and the Incident ID need to be provided as input in to the Runbook.
This is the database that will provide information on which user that belongs to which support group. In this example a user can only belong to one primary support group in the database.
Runbook download: Add / change support group depending on Assigned To user