Sticky groups override?

Is there a way to override the "sticky-group" assignment? We have a group called "Creative Assignment". When a ticket comes in for our Creative Services team, someone from the Creative Assignment group will then assign the ticket to one of the team. We have a report that filters on group assignment, to show what tickets still need to be assigned. The problem is, with version 11 if it is assigned to someone who is also in the Creative Assignment group, it does not get changed to their primary group, and stays on the "need to assign" report. Group responsibility does not seem to be editable.

Tags sticky-groups
Asked by Larry Farmer on Thu 11/7/19 4:36 PM
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Answers (2)

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Mark Sayers Fri 11/8/19 10:11 AM

Hello Larry,

Unfortunately the sticky groups feature is not a toggle feature that can simply be turned off. I think the better course of action here is to hand the ticket off to the correct *group* first, then have the right person within that group take the ticket so it shows the group assignment correctly on the ticket. Otherwise they could unassign the ticket then reassign it to the right resource. Those are the current ways to get around the sticky assignment to have that group value change on the ticket short of assigning the ticket directly to a person who is not in that group and who has no Primary Group designated.

You could submit an enhancement to as for a way to *only* change the group assignment on the ticket or at least ask whether to *opt* to change the assigned group when changing the responsibility value.

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Larry Farmer Fri 11/8/19 1:42 PM

Okay. The way around it is to assign the ticket to someone who is a member of the group we want the ticket to end up in, who is not a member of the Creative Assignment group we are coming from. Then we re-assign it to the person we want it to end up with, who is a member of both groups. The group only sticks to the current group assignment, not the original group assignment, so it will remain in the second group assignment. 

This can all be done in one session.

If you uncheck the "notify new resource..." box, it will not spam the temporary assignment.

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