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Tickets are automatically assigned to the tech group manager

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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.

Environment

All Web Help Desk versions

Detail

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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