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SLA Scope | Assignee | Does it Include Group Members

Hi,

Does selecting groups as part of the assignee scope automatically include members of the group.

i.e. if the scope is set to "Desktop" but the ticket was assigned to Jon Doe (a member of Desktop) would this be included?

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Hi, in this case it would not include Jon Doe. What we recommend is using the group assignment field, which is also supported in SLAs, so that way it doesnt matter who the individual assignee is the SLA will still apply based on the group assignment field.

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