We have a 2 hour SLA.

For some reason, MESD auto-assigns tickets based on SLA ending date/time rather than ticket creation time. I was told this is by design.

So if a technician is on leave today (which MESD defines as the same as the helpdesk hours), if a ticket comes in at 2:31pm, the SLA ending time is 4:31pm which is past the leave time for the day. So MESD says, "The technician is no longer on leave, I will assign them the ticket."

After the ticket is assigned to them at 2:31pm, the timer starts and counts down until 4:30pm. This only leaves 1 minute left when the helpdesk hours start at 7:30am the next day to put the ticket on hold or violate the SLA. Plus the requester has been "ignored" until the next day.

Is there any way to keep tickets from being auto-assigned to technicians that are on leave? Thanks!