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…

I find I can shorten the process slightly by clicking the Add File button, then drag the file to the BROWSE button. It saves me having to browse to the file. I would still love to see the ability to drag and drop in an area of the ticket creation screen

Ooh! Now that sounds cool! I will try that out! EDIT: So, I entered the Auto-Escalate Custom Field, (have to allow it to be searchable or else it doesn't show up as an option in Action Rules It appears I will have to make one of these for each Tech Group or Request Type. Thank you Adam!

Excellent suggestion, I didn't think about that - it basically would make an exception for me as a Help Desk admin. However, that looks like it would assign it to Level 2, when I should have said above, I'm looking for the OPTION to assign directly to Level 2 at ticket creation. Am I reading that correctly Adam?

Sorry for jumping on an old thread, but I'm wondering if anyone has found a solution? I have two techs in the Level 2 for their Tech Group. That is the only tech group / level these two are in. One tech has more tickets in Group Tickets than the other, and I have narrowed it down to the one with more tickets is seeing the…

Follow up after having this change live for a few weeks. I am finding this not working consistently. It will always escalate to Level 2, but it does not always make the Assigned Tech blank (thus assigning to the group) it will frequently keep the Level 1 Tech as the Assigned Tech but show it has been escalated to Level 2.…