Assign requests only to support groups with the technician field greyed out.
Make use of Field and Form rules to allow a technician to only assign a ticket to a support group and grey out the technician field while assigning requests
A third-party technician should not be enabled to assign requests to certain technicians only assigning a request to a support-group
To apply to all technicians who should be able to only assign to support groups.
To apply to specific technicians who should be able to only assign to support groups.
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Script to automatically assign a technician to an unassigned request based on the first response
When a technician responds to an unassigned request, the corresponding ticket will be automatically assigned to the specific technician. Tested in: Build 14306 (Postgres) Steps: Download the attached scripts. Under Admin > Developer Space > Global ...
Technician Auto-Assign vs. Business Rule
If you have selected the option All requests under Tech Auto-assign then even if the Business rule sets a technician, tech auto-assign will reset the technician value. However, when Tech Auto-assign is set as an Unassigned request, Technician ...
Assign Technician for the unassigned requests using Notification Custom Function
Requirement: When a technician addresses an unassigned request, the corresponding ticket is automatically assigned to that technician. Steps to configure: 1. Download the attached scripts. Copy the contents into Notification custom functions. 2. Goto ...
Query to track technician activity on tickets
Use case: This query will help you find what are all activities that the technicians have done on requests other than the assigned ones SELECT au.first_name "Technician" ,wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wo.TITLE ...
Query to show technicians associated accounts, sites and Support groups - (MSSQL & PGSQL)
Tested in Build PGSQL (14300) or MSSQL (14306) 1.Technicians and associated Accounts/Sites: select aau.User_id, aau.first_name "First Name", sdu.lastname "Last Name", aal.name "Login Name", AaaContactInfo.EMAILID "Email Address",sdu.jobtitle "Job ...