Technician Auto Assign Question - Resolved
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?