CA Service Management

Hello Team

We have location Field available on Employee incident page for the users to log ticket by selecting their location

In each location, we have an auto assignment group so that any user from any location log ticket then the group will auto populate based on location.But this is not happening.....please guide what im missing...

Thanks

Hi,

Up to my knowledge the auto assign event are triggered by first the category select and then the location of the affected end user  contact record and not directly the location field at ticket level.

So I'm afraid you can't do that with the OOB functionality and you will have to write our own code for it.

/J

Aamir, there is a list of things to check so I copy the doc here

How Auto Assignment Assigns Tickets - CA Service Management - 17.1 - CA Technologies Documentation 

Thanks _Chi