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Here are the rules that apply as there are several specifics for determining the assignment group.
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Any change of site (creation or edition of the query) or template will lead to a re-evaluation of the assignment group.
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When changing the site during the creation or edition of the request, here is the order of the group selection according to the first case that matches
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Take the group configured in the template itself
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Check if the template has a special assignment configuration, if so, take this group
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Check if the site has a specific service center to configure, if so we take it
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We take the default service center of the team.
Ce que vous devez savoir :
- When we change the user, we affect the site of the user only on the creation of an incident.
- If you have already MANUALLY chosen a site during creation, it is not affected.
- The above rules apply in the same way once the user's site is chosen.
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