Is it possible to automatically assign technician based on Subcategories?
I know it works for top level categories, but we would like more granular control of the assignments for program specialists.
Example of category hierarchy:
-Applications- unassigned
-SAP- Specialist 1
-Kronos - Specialist 2
-Sales - Specialist 3
-Hardware- Tech 1
-Phone-
-Laptops
-Desktops
-Network- Tech 2
-Internet
-Intranet
The load balance or free tech auto assign are useless to us as it is more important to have the more qualified tech to get the ticket automatically. Thanks!