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.
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
