Currently the ticket routing of my WHD application is missing a middle man so to speak. I would like tickets to go to one Tech group. But then let that same Tech group be able to send the ticket to the according Tech group. For which the ticket or client needs. As of now we have no middle man that can push tickets. Does anyone know of a solution or work around?
It should be possible to have only certain Request Types visible to the end users... and on the backend have all of those go to one Tech Group.
If desired then, the Techs could re-route the tickets to another Tech Group by changing the Request Type of the ticket. That should work even if the other Request Types aren't visible to the initial requester.