Condition to pick an issue assigned to a specific group when the assignee is part of multiple groups

[Wendy Barrington]

I have an automation that runs at a specific time to ensure that a part-time service desk employee's issues don't breach while the employee is off.  It reassigns anything that will breach in the next 8 hours.

I've changed our support model and certain types of issues route to different support groups.  This individual is part of the following:

- All Support

- T0.5 Support

- T1.0 Support

Is there a condition that would allow me to pick just the issues that were assigned to a particular group?

[Nic Brough -Adaptavist- · Accepted solution]

There's no way to do this directly.  As you can't assign issues to groups, there's nowhere to guide any logic as to which group should be chosen.

Best an automation could do is read the issues and follow some structured rules about which person to pick from a group first.

[Wendy Barrington]

That's what I was afraid of.

[David Harkins]

I've just come across this as I started looking at where I could share my use case for Assignee Groups.

I will get the details shared as I wouldn't have been able to complete it without this community.