Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this issue?
- Add a UI action to hide the Network CAB group from the list
- Add a UI action to provide an error message if the Network CAB group is selected
- Add Dictionary Override to specify the Incident group Reference Qualifier
- Modify the choice list to include only the appropriate group types