Is it possible to automatically assign technician based on Subcategories?
I know it works for top level categories, but we would like more granular control of the assignments for program specialists.
Example of category hierarchy:
-Applications- unassigned
-SAP- Specialist 1
-Kronos - Specialist 2
-Sales - Specialist 3
-Hardware- Tech 1
-Phone-
-Laptops
-Desktops
-Network- Tech 2
-Internet
-Intranet
The load balance or free tech auto assign are useless to us as it is more important to have the more qualified tech to get the ticket automatically. Thanks!
Example of category hierarchy:
-Applications- unassigned
-SAP- Specialist 1
-Kronos - Specialist 2
-Sales - Specialist 3
-Hardware- Tech 1
-Phone-
-Laptops
-Desktops
-Network- Tech 2
-Internet
-Intranet
The load balance or free tech auto assign are useless to us as it is more important to have the more qualified tech to get the ticket automatically. Thanks!