Display groups according to categorization (Applicative)

Display groups according to categorization (Applicative)

Hello team, 

I want to propose an idea that would make life a lot easier for technician.
when a request should be sent from a group to another, I think if we create a new button or list called "Applicative" that fetches the groups mapped/linked to the (Category, subcategory & Item) would be very helpful.

I think explaining this in scenarios would be easier to understand.
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Current scenario:

1- Request created by requester and received in the I.T Service Desk group (First point of contact of all requests)

2- Technician picks up the request

3- Technician re-categorizes the request according to the subject & description

4- in case it's a request that needs to be sent/assigned to a 2nd level or an application support team, the technician chooses the concerned support group from the "Group" list. (having all groups per site/organization)

5- Request is sent to the concerned support team/group.

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Scenario using the "Applicative"

1- Request created by requester and received in the I.T Service Desk group (First point of contact of all requests)

2- Technician picks up the request

3- Technician re-categorizes the request according to the subject & description

4- in case it's a request that needs to be sent/assigned to a 2nd level or an application support team, the technician clicks on the "applicative" button and have only the concerned groups displayed to choose from instead of having the whole list of groups.

5- technician saves the updates.
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The new button will minimize the number of misrouted requests and will save time + maintain the SLA as defined.

Thank you for your time and consideration.
Please let me know if you need more clarification or if you want to arrange a call.

Kind Regards, 
Georges Samy

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