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
- 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.
- If you want users across different sub-domains from the group to be able to assign tickets back to them:
- Open the group record.
- In the visibility domains tab, add "TOP".