Auto assign technician made requests to submitting technician
Hello,
As we are implementing ServiceDesk Plus, I have noticed that several of our technicians forget to assign tickets to themselves, causing them to sit in the queue which increases the time that the ticket is left in an "open" state.
At our organization, we create many of the requests on behalf of our users and we would like the ability for:
As we are implementing ServiceDesk Plus, I have noticed that several of our technicians forget to assign tickets to themselves, causing them to sit in the queue which increases the time that the ticket is left in an "open" state.
At our organization, we create many of the requests on behalf of our users and we would like the ability for:
- Technician understands issue, and creates a requests within ServiceDesk Plus
- Ticket is auto assigned to the same technician that created the requests for the user
While the round robin, or load balancing method will work better for us in the future and as more users learn to create tickets, I would like to understand the recommended method for having technician made requests, be auto assigned to the technician who made the request.
I have created a business rule which seems like it should accomplish this task but I have not been successful yet. All requests created still enter the queue as "Unassigned".