Community
- Command Central
- MVP Program
- Monthly Mission
- Blogs
- Groups
- Events
- Media Vault
Products
- Observability
- Network Management
- Application Management
- IT Security
- IT Service Management
- System Management
- Database Management
Content Exchange
- SolarWinds Platform
- Server & Application Monitor
- Database Performance Analyzer
- Server Configuration Monitor
- Network Performance Monitor
- Network Configuration Manager
- SQL Sentry
- Web Help Desk
Free Tools & Trials

Ticket Routing

Question

We have a majority of tickets assigned to help desk then assign to a tech in a different group if needed. The issue is then the tech group the person is in does not see the ticket

even though a member of the group is assigned the ticket. Is there a way without changing the request type to be able to change the tech group on ticket so it now is assigned to

that group.

Thanks in advance for the help.

Find more posts tagged with

Accepted answers

All comments

percyplant

escalation from level 1 to level 2 is the way

Chris

allon

thanks Comtcjm but it escalates within that tech group. We want to be able to send to a different tech group without changing the request type.

percyplant

If you don't use escalation for other purposes, create different techs within level 2 of the same tech group, each level can it it's own set of techs. Level 2 can also include level 1 techs if required.

You can only align 1 tech group per Request Type, this is fixed by design.

Althernatively you could have an action rule, which picks up the changes of a custom field e.g. "Change ticket to team B", which modifies the level to an different level e.g. Level 5