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Handling assignment groups across multiple domains - Support and Troubleshooting
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  • Handling assignment groups across multiple domains
KB0680045

Handling assignment groups across multiple domains


1794 Views Last updated : Aug 22, 2022 public Copy Permalink
KB Summary by Now Assist

Issue

When there are multiple domains under a parent domain, assignment groups may need to be shared across these child domains. For example, say there are four parallel domains: TOP/A, TOP/B, TOP/C, TOP/D. There might be a requirement to have a common assignment group to whom tickets from any of the four domains above can be assigned.

Resolution

  1. Create a group on the TOP domain (which is the parent of A, B, C, and D).
    • At this point, if you have an assignment rule to assign to the newly created group, it should work.
  2. If you want users across different sub-domains from the group to be able to assign tickets back to them:
    1. Open the group record.
    2. In the visibility domains tab, add "TOP".

Related Links

  • Domain separation administration
  • Understanding domain separation

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