I tried doing my research in the forum first to get my answer and although I see several posts on ticket reassignment, I haven't seen one which answer my questions, which are...
When a ticket has been assigned to a Tech within a specific Tech Group, I see that other techs within that Tech Group can re-assign the ticket by simply specifying another Tech within the Tech Group (as all the Techs within that group appear in the listing). But what if it turns out that the ticket is more suited to be re-assigned to another Tech Group outside of the current Tech Group, does the ticket request type HAVE to be changed in order to reassign it to another Tech within a different Tech Group?
And if the request type has to be changed in order to reassign tickets, will this be captured in the history of the ticket, i.e., the ticket # will remain the same, but will it be shown in the history that the request type has changed in the process of reassigning it to another tech within a different Tech Group?
So what does that do for reporting, is the latest request type that was designated for that ticket captured, or both the original request type and the last request type captured when pulling up reports?
Thanks in advance!