Hi Jon,
Thanks for sharing your thoughts.
Currently service desk is in use by customer and all out of the box fields (including location) are in use for other workflows.
But now customer is looking for assignment based on location, but location field is in use for different purpose in score board, data partitions and other spel code driven workflows.
Please suggest if you have any custom solution available to assignee group on tickets as per combination of custom attribute value of customer location and incident areas.
Attached scenario in file.
here selection of group first depend upon incidentAreaescalationtype value , if value is 1 , then group selection is based upon userlocationType1 and if value is 2 then group selection is based upon userlocationType2.
Group are also created as per grouplocationtype1 and grouplocationtype2
userlocationType1 SREL to locationType1 table
userlocationType2 SREL to locationType2
grouplocationtype1 SREL to locationType1
grouplocationtype SREl to locationType2
Thanks