When creating a task from a Ticket in a Workflow, it’s possible to set the Agent Group and Agent as the same as the Ticket. However, this doesn’t allow creating tasks that need to go to different groups. Such as when creating a New Laptop Service Request, a task can be created for Software & Licensing, but it can’t be assigned to the Software & Licensing group, while the main ticket is managed by the IT Support team.
It would be great if tasks can be assigned to different groups and agents in Workflows, as this allows cross-function teamwork.
