Blank Assignee Field during Auto Assignment

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Article ID: 225525

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Updated On:

Products

CA Service Desk Manager CA Service Management - Service Desk Manager

Issue/Introduction

Trying to use location based auto assignment, but when a ticket is created the group is changed, but also an assignee is added at random.  We would like to see if the assignee could be left blank and someone in the queue can pick it up from that team.

Environment

Release : 17.3

Component : SDM - Classic UI

Resolution

Currently, the auto-assignment functionality will result in the assignee field being populated.  It is not possible to assign only the group field and leave the assignee field blank.

Additional Information

Auto-Assignment logic is described here:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/configure-ca-service-desk-manager/auto-assignment/how-auto-assignment-assigns-tickets.html