When assigning Request Types to multiple groups, how can you capture the group to an issue?

Michael Moynihan

I have been tasked to set up Service Desk, using the cloud version.

Within my service desk / Settings / Request Types, I have created request types that are assigned to multiple.  I am trying to figure out how to capture the group the ticket was generated under.  

i.e.  I have request name "Request New Hardware", issue type "purchase", that will show up under two groups, "Office" and "warehouse".  I would like to capture the group within the ticket.  If it is possible, can you point me to a reference?

servicedesk.jpg

servicedesk.jpg

Boris Berenberg

There is no out of the box trick to doing this that I know of. I think that you will need to create a custom field with the various group names as values, and then set that field to be a hidden with the correct default value in each request type.