To keep everyone up to speed on new Help Desk requests (especially with our new hire in the Help Desk position) we'd like to have all techs get an email about the new requests, even though they are assigned to someone. This will also help if someone calls in sick and we forget to mark them on vacation in the Help Desk.
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We do this by adding all the techs all to the the level 1 in tech group and have it force email notification to "Level Techs". We then have it assign based on lead tech, but you could also have it assign… -
Yeah, that sounds correct. Here is a screenshot of one of our tech groups that we have email everyone. Note that the actual assignment of the ticket, as shown on the Auto-Assign Tickets To is by lead tech…
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Yeah, that sounds correct. Here is a screenshot of one of our tech groups that we have email everyone.
Note that the actual assignment of the ticket, as shown on the Auto-Assign Tickets To is by lead tech. This is specified under the specific request types (Tickets -> Request Types)
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