Auto-assign technician and creating new request manually

Auto-assign technician and creating new request manually

Hi there,

We have issues when we set Technician Auto-Assign and creating new incident manually.
What happened was:
  1. we have 2 technician and auto-assign was set up as the following:
    Select Tech Auto Assign model
              Round Robin
    Execute when a request is
              Created
    Apply Tech Auto Assign while creating requests to
            All Requests





  2. let's say the technician's names are John and Brian
    when John create new request manually, with the status set as [Closed], sometimes it got assigned to Brian even though he explicitly set the technician as himself
Any idea?
Perhaps i should set the following settings?
Apply Tech Auto Assign while creating requests to
        Unassigned Requests Only

Thank you for your advice.









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