Tools

Tickets are automatically assigned to the tech group manager

This article addresses an issue that enables a ticket to be automatically assigned to a tech group manager, even though the tech group level is set to auto-assign tickets to a level tech.

First published date

11/8/2018 3:31 PM

Last published date

11/8/2018 3:31 PM

Overview

A ticket is automatically assigned to a tech group manager, even though the tech group level is set to auto-assign tickets to a level tech.

Product section

Web Help Desk

Resolution

Tickets are automatically assigned to the group manager when:

All techs in the Level are currently on vacation or out-of-office.
The ticket was created during non-working hours.
All techs in the assigned level are not eligible for auto-assignment because they are not part of any location or department group.

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