I have some troubles on setting up assign tickets owner on SDP.
Requester A (site A) send out an incident template which will assign the ticket in round robin method.
I have setup some business rules on this to hope i can assign to the correct technicians but failed.
business rule example: subject= "A", placed in group "A", but still round robin the request to the technician who are not in group A.
My perfect scenario:
Requester A (site A) incident template submitted, ticket assign to technician Group B (site B)
Requester B (site B) incident template submitted, ticket assign to technician Group C (site c)
How can I do it?