4 Replies Latest reply on Apr 2, 2015 3:04 PM by fcpsolaradmin

    How do you change the tech group when assigning an email ticket to yourself?

    orion12321

      Our situation is this:

       

      When we auto-generate an email ticket (by sending it to a particular address), and add the Assign_to tag, it doesn't assign it to the appropriate tech group.  It always defaults to level 1.

       

      For example:


      I am in tech group "Level 5" , and I've just generated a ticket by sending to our designated helpdesk email address.  I've added the Assign tag, and it correctly assigns it to me.  However, it is still assigned to the "Level 1" tech group.  We need the tech group to be changed for ticket reporting purposes.

       

      How can I accomplish this?  Thanks in advance.