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Toggle Group features on/off

The new Group features that rolled out with the Sept 29 2024 update are not needed by our support team, and introduce confusion to our team and requesters.

I request adding a toggle switch to the Notifications or other configuration page to revert this feature to the same behavior as before the upgrade.

In particular, the dropdown of the selection of the group associated with an incident, and the notification that 'group assignee id = None' when any email is updated should go away.

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Comments

CASTRO

Hello, is this what's causing confusion to your team, specifically your agents?

The way that my incidents are configured is that based on what's set as the Category it determines which user group the ticket needs to be assigned and routed to, so for example it would show "Assigned To = IT Service Desk" but now with the Group Assignment fields by default it's set to None which my agents are unsure if they should also be assigning this to the IT Service Desk Group. I haven't had a chance to look into what is the benefit of this new field in other areas of the platform but for now it doesn't make sense to have two fields (Assigned To & Group Assignment) in which you have the ability to select a group.

JohnRodkey

Yes, this is one aspect. We have created a new Group, "IT Service Desk" and set it to be the default, so we'll only assign a group later intentionally.

JohnRodkey

The other aspect is the email that says "

State changed from X to Y

group assignee id changed to none"

dconrad

It would be great to be able to toggle this on and off as it is applicable to some tickets and not to others. Please consider this change to this new feature

ChuckZane

I agree there needs to be additional setup controls on notifications so that every notification sent to Assignee doesn't automatically go to every tech in the group assigned to the ticket. Assignee and Group Assignees should be two separate notification levels.

havens1515

This "Group Assignment" feature seems to be one that nobody asked for, and looks like a lot of people don't want. (8 upvotes in 2 day is crazy.) Meanwhile, there are hundreds of feature requests here that people DO want that are seemingly being ignored.

swgi_sartori

I Agree

TDTHWACK

This is the big one for us. We are getting notifications for tickets that we don't need to worry about since our tech on the other side of the world is handling it. I can see the benefit for reporting, but please oh please allow us to disable notifications!

KimN

The Group Assignment is needed for us as the Group field will replace the Assigned To field, with the Assigned To now being the specific Tech within the group that works the ticket. However, the field has no ability to write any script or workflow with it and its just a "blank" field. Without the ability to create any workflow process to correctly utilize it, its just a text box which is worse than not having it all. I agree it should be toggleable for those that don't want to use it but it should also be correct before its pushed for others to try and use.

taharris

Broken record that I'm having to add this to every single feature request for "Group Assignment"!!! YES - just give us the ability to turn off Group Assignment altogether and I hope someone at SolarWinds reads all the comments below. This field is useless at this point and has caused us more problems and I'm spending time updating EVERY category and EVERY service catalog item without the ability to just turn off the field altogether. I can't even use the "update" button to update all the service catalog items either. I guess I will keep searching feature requests related to "group assignment" and keep adding comments over and over. Crazy this only has 14 votes!

joeybrown

Hi all,

Thanks for the feedback on this feature. While there are some things we couldn't get out in the first release, we have found a majority of customers utilizing this new field to collect more information on which teams are working on which tickets. We understand that this new field may not be for everyone so we will work towards allowing you to remove it on your own. For the time being, you can request it be removed via a support ticket.

Some of the topics on this thread have already been handled like the bug of group assignee id coming through on the email notifications. We are also on the finishing touches of adding a group assignment column for notification settings for better control.

Thanks again for the feedback and I hope the additional improvements we have planned for this field will help for better reporting and routing of tickets.

JohnRodkey

This is great news! Thanks for letting us know, Joey.