Technician Auto Assign Question
I’m looking for some guidance on the best way to use Technician Auto Assign in ManageEngine ServiceDesk Plus.
In our setup, we often have technicians assigning requests to a Technician Group, but they don’t always assign a specific Technician at the same time. We’ve noticed that the Technician Auto Assign feature only seems to trigger when a request is manually edited (via the full edit screen), but not when the Group is changed using the quick update panel on the right-hand side.
As a result, we end up with a number of requests sitting with “None” as the assigned technician, even though they belong to a valid group that has Auto Assign enabled.
Is there any way to automatically assign a technician to all requests that are currently unassigned (“None”), or to have Auto Assign trigger whenever a group is updated, regardless of whether the change is made through the full edit view or the quick update sidebar?