Pick up request removed support group
When a technician picks up a request that is unassigned or is part of another support group that he is not a member of, the support group is removed from that request. Is this normal behavior? If so, is it possible to request a configuration change that would switch the support group to the one that the technician picking up the request is in? If the technician is in multiple support group could he get a pop-up asking him to choose which group he would like the request to go in but still assigned to his name?