0 Replies Latest reply on Oct 8, 2018 12:38 PM by stiner

    Escalating and Deescalating looses tech

    stiner

      Hi All

       

      We have recently started using the auto assign features of WHD.  this is great, but we have run into a problem.  When a ticket is escalated, the tech is removed from the ticket. This makes sense, and it will be a level 2 tech who works on the ticket.  However,  When the ticket is de-escalated, no tech is assigned.  It would seem to make sense that the ticket should go back to the originally assigned tech.  Is there anyway to do this?