Controlling assignees and teams

[Mikel WHIPPLE]

How is everyone making sure that the assignee is a member of the Team chosen or that the Team chosen only allows the assignee to be someone from that team? Now that our JSM is maturing our reporting is all over the place because someone from another Team picks up a ticket to work on it and they assign it to themselves but they don't change the Team. I have not found a way to restrict this. Now that it is becoming year end team managers are finding it hard to accurately find their team and their team members tickets they worked. Also let me state we are an Org with almost 200 teams. 

[Sam Okell]

The way I would achieve this would be utilising Assets, as part of the JSM product.

You would need to track each team, and then which users belong to each team.

For example, Team A and Team B. Team A contains Sam & Dave, Team B contains Jim & Dean. This can be done by adding a 'User' attribute to the object type.

When Dave comes along and assigns himself a ticket, you would need an automation rule, triggering when the value in Assignee changes. This would need to lookup into Assets to find the Team record that contains Dave, AQL would be something along the lines of objectType = Teams and Users = "Dave".

Using that object, you can then update your Team field with the name of the Team.

There would be a fair amount of Automation involved, so would need stepping through, but that's the general gist of it.

Relationships built between Users and Teams -> User assigns themselves a ticket -> Lookup into Assets to find the Team they are associated to -> Update the ticket with the correct Team.

This does, however, require a lot of maintenance as somebody would have to ensure the users associated to each team is kept up to date, otherwise you'd quickly get out of sync.

[Mikel WHIPPLE]

Thanks. It is a little complicated but hopefully users and teams will become more dynamic with the new UX. Why they lock down system fields and we can't do basic things like context makes no sense.