Hi Everyone,

I have a question about how two features in ServiceDesk Plus interact.

I currently use the setting "Assign Technician only after Service Request Approval" for many of the Service Request templates we use in our organization. This has been working well for us, and only assigns the request to the technician once it's approved.

We are also planning to implement "Send notification to technician(s) when a request in this group is left unpicked" for our support groups. This is to ensure the requests aren't stranded without being assigned to a technician.

My question is this: If a request was created with a technician specified, but remains unassigned due to "Assign Technician only after Service Request Approval" being enabled, will this request be considered "unpicked"? I think clarification on the difference between "unassigned" and "unpicked" would be helpful here.

Thanks!