We have been working on this system for a while and were able to find a way to reassign tickets to groups outside of the assigned request type. I will share our craziness later. Here is our new dilemma.
To avoid having multiple application list, we created one custom list. The queue that handles the majority of the applications is where we placed it. IE:
Operations / how to - drop down list for applications
A group that handles a few of those applications are:
Application Support
Service Desk
Here is what I tried:
Created a process that if a certain application is selected, to reassign to another group.
Problem:
We get a level error because that re-assigned group is not in that request type queue.
the product does not allow us to add multiple groups to a request type. Nor does task allow us to assign to a group. We tried adding the technicians from the re-assignment group to the request type assignment group, but that tends to skew the numbers for group reporting and confusion comes with which group is really working the ticket.
I did get it to work using a process, but I have to create a process for every application in every Request type that houses that application list.
is there a better way?