Tickets auto assigning to the wrong level

FlatCap

Hi

We are new to Web Helpdesk and currently have a problem with the way our tickets are getting auto assigned.  All our support tickets go in to our “General” tech group which has 2 levels, we want all tickets to initially go to General level 1 so that the helpdesk tech can then sort the ones they can do and any others can be escalated to the next level.  

However All tickets have now started coming in and getting auto assigned to level 2, which at the moment is not auto assigning to a tech as whenever I turn auto assign on level 2 they all get assigned to the network manager who is the group manager but not actually part of level 2.  Problem being when we leave auto assign off and if the level 2 tech is busy a simple and easy to fix password reset might not get done for hours before the level 2 tech releases and deescalates/solves the ticket.

Any help here would be very much appreciated.

Thanks,

John

jstinson1

Hello

There are typically three reasons why a ticket will skip escalation levels.

1. All techs in the Level are currently on vacation or out-of-office. 
2. The ticket was created during non-working hours.
3. All techs in the assigned level are not eligible for auto-assignment because they are not part of any location or department group.

I would check your tech account and make sure they are not marked as on vacation, out of the office, or have a work schedule incorrectly setup.

Also, if you are using Location or department groups, make sure the techs are assigned the proper groups.  When using location or department groups, WHD will look at the client who submitted the ticket, check there a department or location, and then attempt to assign it to a tech that matches the department or location.  If it checks level 1 and does not find a matching tech, it will move to level 2; if it can't find a matching tech in any of the levels, it will assign it to the group manager.