We've been using the Technician Auto Assign feature for almost a year with no issue. We use the load-balancing option to make sure the distribution of tickets is, well, balanced. Last week one of my technicians (Barry) was on vacation. I marked him as such in the  Technician Availability Chart and assigned another person (Ben) as the Backup Technician.  We received an important ticket that should have been assigned to Ben, but it got assigned to Barry and went unseen for 24 hours. In the history of the ticket it says: