Hello,

 I noticed following issue. Once e-mail created request is received and created there are no means to change request "Site" assignment if request was created as "not in any site" or "-" .  

 I understand Site is based on Requester settings and deprtment. But if this is a new requester or simply Site is not in DB this request will ONLY get SLA and Automation rules from Default Site.

We can shift requests between different technicians Groups but if I have different SLAs for technicians in other site tickets with NO SITE will always apply SLA and SLA Escalation from Default... 

 I would be able to use Automation rule based on sender domain (ends with condition) to assign site but there is no way.  

I even tried to modify Default email fetching template to have by default SITE field defined.. this is chnage to no site when email arrives.

I used Form rules - so if Technician is using Edit screen - based on group Site can be modified.

but if Technician only chnages group using Detail screen and quick selection of Group - Site will stay empty.

I can not make Site mandatory.. so as long as Technician Does not use Edit or chnages it manually in quick selection Site might stay empty through entire lifecycle of the ticket and despite being handled by technician from SITE "A" it will be escalated to manager from Default SLAs which is different site.

So I was able to solve my issue, but most of the time we use Details view and quick selection of Category, Group, Technician... and if Site is Empty Technician mostly forgets tochnage it.. and I would like to force a specific site ( ideally based on technician group )

What could help siply Add "Site" fiel option in Default Template to be selected as Mandatory field if needed ( same as category and other fields have this check box. Site does not )  [ when uing form in Edit Form Rule works for me, but in quick select only fields marked as mandatory will notify technician to fill them ]

I hope it makes sense... I would like to have all Requests once reviewed by any technician to have some Site selected and not being as "-" "no in any site"

Karol