Is there anybody on forum can provide ma macro code for assigning a group on the basis of Location. ??what we need is that once the end user create a ticket and select location and save the ticket. The analyst ticket page group field automatically populate on the basis of group assigned in each location.Thanks
We have a similar requirement at our company and solved it by creating one group per location, which acts as tier 1 IT support. We have around 180 locations and location based routing has worked fine for us.
Any reason why you wouldn’t consider a similar setup?
We have One group per location also. But the thing is it works only when the End user has location. without it doesnt work. & it is impossible to define location in each end user contact .
Are you using AD by any chance. If so the location can be filtered down to the application on a regular basis. If not then are you able to go the extra mile and do the one time update if the contacts with the location field?
Note: This would become an administration task each time when a new user would be added to the system and the location has to be update accordingly. You can make the location field mandatory just to avoid the human errors.
I think this can be easily achieved with an OOTB functionality. In each location page ( detail_loc.htmpl) there is a tab called Auto Assignment. In Auto assignment tab you can update groups. So whenever the location will be selected during case creation, group will be auto populated.
In your original post you said, customer will select location while submitting tickets manually, so the above process will be independent of location field available on contact details.
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