How can i show the tickets in the view based on Workgroup which is SC Owner Workgroup(custom field)owning the ticket(SP 15), because in filter for view only these conditions are there: I am one of the approver, I am part of 'assigned workgroup'
and here both the conditions are not applying to the current user. is there a way by which HPSD can check whether current user belongs to a particular workgroup(apart from Assignment To Workgroup).
Thats a good point. The service desk should "own" all Service Calls but the group that is assigned the call should be responsible for that call until they close if or assign it to another group/person.
In your case what is the distinction between SC Owner Workgroup (the custom field), the default assigned workgroup and the service desk as overall owner of the service call?
Actually, we are using a custom field named SC Owner Workgroup, which captures To Workgroup, as soon as the ticket is accepted. This is based on the requirements. but what happens, here if we want to show tickets based on ownership, it can not relate current user's id to his membership workgroups and show all the tickets where his workgroup is in SC Owner Workgroup. this is because in the filter for Views, in the 'Where I am' portion, it supports only To workgroup.
There is no simple way to do what you want because HPSD is designed to work on SC being owned by the desk and just assigned to other groups.
I understand that you say it is requirement for tickets to be owned by a group other than the service desk but the product does not work like that and I would still like you explain why this is a requirement.
The only thing i can suggest is that you use a view grouped by your custom field and tell your staff to expand the node(s) which represent their group(s)
Actually this requirement came as to track the progress on the tickets by the workgroup who accepts/owns the ticket for the first time, then it can assign this ticket to other workgroup and for the whole lifetime of the ticket, this owner workgroup will be responsible for the progress on this ticket.
thus we needed to have an owner workgroup other than Service Desk.
In my last posting, I forgot to say that my suggestion would mean that you would put everyone who is amember of the "owning group" in all other groups they migyt assign to, and use a view which showed all assignd to their groups which is grouped by the custom field.