How do I assign a ticket to a queue or group? I setup queue's that only see tickets assigned to a specific group. I want to assign it to that and then let members of the group assign the ticket to themselves but I only see the ability to assign a ticket to an individual.
You'll have to create a custom field (group picker). Please take a look here:
Let us know if that's what you're looking for.
I dont understand this reponse. lets say all emails to a support email create a ticket. Then the group monitoring this bucket either assigns the ticket to someone on the support team or if the ticket should be handled by DBA's or NOC, etc how do they get the ticket in a queue for DBA's instead of assigning it to a specific person in that group which is the logical thing to do.
Yes, I understand the theory, but it doesn't work in real life. If you assign to a group, all of your potentially responsible users don't care, they can say "it was someone else who should have picked it up". I've seen the process fail so frequently and so thoroughly, I have no confidence in the idea any more.
But, you've got loads of options. The three baseline ones are
These all leave you with historical and reportable data on who did (or more usefully, who failed to pick up) the initial assignment
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