Auto Assignment Fails when CI Populated

Discussion created by jmascaro on Jan 12, 2015
Latest reply on Feb 3, 2015 by jmascaro

We have recently noticed an issue related to auto assignment when the CI is populated. In the past we did not really use CIs and auto assignment worked quite well using the Location mode and the location of the AEU. Based on the area selected and the location of the AEU, the correct resolver group was assigned the ticket. Now that we are making more use of CIs auto assignment fails since the CI's location is taking precedence over the AEU's location. In many cases the CI doesn't have a location or it's location is not related to the resolver group that can provide support. We need the ability to either ignore the CI's location or configure auto assignment so that the AEU's location has precedence. Are either of these options possible, if so can anyone provide any additional information?