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Assigning a new ticket

When opening a new ticket logged in as a tech or as the HelpDesk attendant, the only options we have to assign the ticket are: "Tech Group" or "Myself". Is there a way for the person opening a ticket to assign the ticket to a specific person that is in Tech Group associated with this Request Type?

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elee

Jay,

Unfortunately, the answer looks like "no". You may create Action Rules that can assign tickets to specific technicians when certain criteria are met, but you cannot manually specify the technician by name before the record of the ticket is written to the database. That being said, I simply select "Myself", save, then reassign the ticket accordingly. Good luck!

jaygriffin500

This is our workaround:

1) Create the ticket

2) Turn off email (Recipients)

3) SAVE --- Ticket should still be open.

4) Select Tech

5) Check on Recipient – Tech

6) Save and Email