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Can the assignee dropdown be dependent on a queue in service desk project

We have a service desk project shared by two teams with their separate queues. Currently the assignee dropdown shows all team members regardless. Is there a way to limit the list of assignees based on the queue?

2 answers

1 accepted

2 votes
Answer accepted
Alex Koxaras Community Leader Sep 24, 2022

Hi @Richard Morgan 

It's not possible to restrict the assignee field. However what you could possibly do, if you have an app like JMWE, and if your workflow "allows" it, is to:

  • Remove all assign permissions from the agents user
  • Create two new user picker fields called "Assigned Issue to" and something similar
  • On these two fields enable group filtering
    • On the first field enter the group (or role) of the first team
    • On the second field enter the group (or role) of the second team
  • Place the above fields on two separate screens on two separate  self transition to all desirable workflows 
  • Place a condition on each of the above self transitions to be visible to the corresponding team
  • Add a PF on that self transition to copy the user of the two custom fields to the assignee field. This post function MUST run as an administrator (or a user who has the assign issue permissions) or as an add-on user (which must as well has this permission)

Let me know if the above helps.

0 votes
Ismael Jimoh Community Leader Sep 23, 2022

No it isn’t possible. The field will always show all assignable users from project permission.

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