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More flexibility with Assign To

When opening a new ticket, the options for Assign To are: Tech Group or Myself. Often our HelpDesk knows which Tech should get the ticket and wants to assign it directly to him. It would be nice to have a third Assign To option, which is select a specific tech.

Right now the HelpDesk tech assigns to self, then opens the ticket and reassigns to the tech now needs it.

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Comments

tindogk9

I just ran into this as well. Either the ability to assign to specific tech or to directly escalate to the next level.

For example, I know I need to skip over Level 1 in the Tech Group and go directly to Level 2.

I was recently advised to create a Custom field for Auto Escalate that triggers an Action Rule. That option works, but it is a little clunky in terms of email notifications.

jaygriffin500

Levels doesn't work for me, because if it is a PC ticket he might want to assign to 1 of 3 people.

I created a custom field, with the tech listed as single choice. Then created a rule for each tech -- if that custom field equals that tech, assign to him.

Thanks.