I'm trying to make use of the backup technician feature, but there seems to be a problem.

 

There are two technicians, the first tech (#1) gets all of the requests and the second (#2) gets requests assigned as needed, or as a backup tech. - kind of like a tier 1 and tier 2 support setup.

 

If I edit the schedule and say tech 1 is out, I'm prompted to setup the backup tech, but there is no tech in the drop down to select from. I read that SD uses sites to determine which tech to use and if sites aren't used SD uses groups. We don't make use of sites and there is only one group that has both techs listed.

 

Is there another setting that needs to be configured for backup techs to be utilized?