Tickets Assigned to the Wrong Tech

We've recently had an issue where our Technology Director has been getting assigned many of our tickets without having changed anything in our setup.

When I look at the setup, our Director is set as the Lead Tech in many of the areas, but that's been the case since we first set this up many years ago.

The way things had been working:

The tech assigned to the location of the requester would get the ticket assigned to them.
For example: If John put in a ticket from Building A, and Jane was the tech for Building A, she would be assigned the ticket even if the lead tech for the issue was Hannah.

That doesn't appear to be the case anymore.

Any suggestions?

Thank you for your time.

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brownmi

Looking at the Friendly Manual, I see the following: "New Ticket" -> "Is the Ticket Request Type in a Tech Group" -> "No" -> "Assign to lead tech for the request type."

The way our system used to function until recently was as follows: "New Ticket" -> "What location is the client assigned to?" -> "Assign ticket to lead tech at Client's location."

This worked well because "Mail Requests" aren't part of a tech group - and most of our clients open tickets through email. With the flow that's demonstrated in the Friendly Manual, that means my Manager (the IT Director) gets about 99.9% of tickets, when he used to get 0.01%.

Any help is greatly appreciated.

oscar89

Try going to:

Setup >> Techs >> Tech Groups >> (Select a group where the Director is being assigned the tickets) >> Tech Group Levels >> (Select the level where the Director is being assigned the tickets)

-Verify the option "Auto-Assign Tickets To" and make sure that "A Level Tech" is the option selected

-Verify that in "Level Techs" the Director option is NOT checked (unless you want him to get some of the tickets assigned to him randomly).

brownmi

Awesome - but what about where Mail Requests aren't part of a Tech Group?

kbolds

Yeah, not sure why it would be happening all of a sudden, but that sounds like a good place to start.

oscar89

You can specify the behavior on the Incoming Mail Accounts:

Setup >> E-Mail >> Incoming Mail Options

-We only have an email account, if you have more than 1, click in the email account where people send their requests.

-Verify that the "Tech group" is the correct one

-Verify that the "Request Type" is the correct one.

What it basically does (as far as I know), when an email is received on that specific email address, it will create a ticket on that "Tech group" under that "Request Type", and it should follow the same rules that you setup for the "Tech Group" (instructions in my previous post).

If it miss-behaves after checking that, then I'm not sure what could it be.