Request pickup change
If a ticket is assigned to say Group1 and a member of Group2 picks that ticket up, the ticket is assigned to the technician, but the group is left blank. We would like to have it so that if that technician is a member of only 1 group, it will not only put the put the request in the technicians name, but also in the correct group.
Currently we have all tickets get assigned to our Tier1 HelpDesk. If a Tier2 tech picks up a ticket it is no longer assigned to a group. Other Tier2 techs that are Filtering with "All my groups" can not see these. This causes an issue if the requester calls in for an update or if the assigned tech is out and nobody else on the team knows about the ticket.