1 Reply Latest reply on Jan 30, 2017 11:41 AM by typhoon87

    In Web Help Desk, how can I override tech assignment based on location for a specific request type? One request type needs to always go to the same tech.


      I have WHD set up to assign tickets to techs based on location. This works well until I have a specific request type that needs to be assigned to a specific tech. I have tried many things none of which worked - I set up a new group and put that request type in the group and checked the box to assign to the group manager (made the tech the group manager), I also tried to leave Tech Group blank and hope it assigned it to the Lead Tech. Nothing has worked. I would like to stay away from creating a rule. Thank you for your help!