Overriding Business Rule's Technician Assignment?
Curious if it's possible to do this. I have a group of 3 techs that support one of our systems. I have a business rule set so that if a ticket comes in with a particular sub-category, it puts the ticket in that group, which then apparently does a round-robin assignment to one of those techs.
Today's problem is that another tech (outside that group) created a ticket and chose a specific technician, one of that group, to assign it to. However, the business rule appears to have taken precedence, and assigned it to one of the other techs, who let it languish.
So my question is if there is some setting or combination or rules or something that would allow the system to recognize that a technician was chosen on creation of the ticket and not reassign it to someone else? I have modifed the group setting so that the lead tech (the one for whom the ticket was intended) will be emailed whenever a ticket is added to the group. But I think something stricter would be better.
PS, the business rule setting "Override request values with Business Rule values" is not checked.
Today's problem is that another tech (outside that group) created a ticket and chose a specific technician, one of that group, to assign it to. However, the business rule appears to have taken precedence, and assigned it to one of the other techs, who let it languish.
So my question is if there is some setting or combination or rules or something that would allow the system to recognize that a technician was chosen on creation of the ticket and not reassign it to someone else? I have modifed the group setting so that the lead tech (the one for whom the ticket was intended) will be emailed whenever a ticket is added to the group. But I think something stricter would be better.
PS, the business rule setting "Override request values with Business Rule values" is not checked.