Associate Categories/SubCategories with GROUP (not just technician)
You can configure particular categories and subcategories to automatically assign themselves to a Requester. This only fits very small IT environments. The ability to associate a GROUP to a category/subcategory scales to larger enterprise IT Helpdesks.
All "Internet down" categorized requests would be automatically assigned to the "Network Administration" group. Assigning it to a specific tech won't always be applicable because of cascading roles and responsibilities, people out sick or on vacation, or numerous other factors.
All "Internet down" categorized requests would be automatically assigned to the "Network Administration" group. Assigning it to a specific tech won't always be applicable because of cascading roles and responsibilities, people out sick or on vacation, or numerous other factors.