Hi,

[Scenario]

Suppose there is a request that must flow between several support groups to be completed. For example we have request (service catalog) as "Provide Virtual Machine for a service". This request should be done by Infrastructure and Security Support Group.

For better performance we use Auto Assign feature in SDP and when we change support group to Security group, SDP select one of technicians in this group. During the request process, it often happens that the security support group re-assign request to Infrastructure or vice versa because the first support group may not have done its job properly and the second group may need to re-assign the work to the first group.

[My need]

Now I want to re-assign group on request, SDP see history of request and auto assign request to technician that work on request and NOT to the new technician who did not work on the request.