When we Set Ownership on an existing incident with an Owner already set, we want the old owner to be removed as assigned. The trick is we want it to stay as assigned to the currently assigned queue.
For Example: IM-000001 gets created and assigned to AdminSystems team Queue (associated with group adminsystems). That team assigns a BOB as owner. BOB researches the issue, and decides MARY also in Admin Systems team needs to take over and Own the incident. If they change ownership with the set ownership form, MARY does become the owner, but BOB MARY and AdminSystems team are still listed in the Assignment area. We want the ticket to still be assigned to the AdminSystems group and in the Queue, but we don't want BOB to show up with a TASK assigned to him as an individual.
The Checkbox on the Set Ownership form in the workflow removes the assignemnt for the queues/groups but we don't want that. we just want to remove the owner assignments.
What workflow modifications should I consider to leave the Queue/group assignment the same, but change owner and remove any previous assignment to an individual?
Thank you!