AnsweredAssumed Answered

Auto Assignment Query

Question asked by Manirul_Hak on Feb 8, 2016
Latest reply on Feb 9, 2016 by J_W

Hi Team,


We have a requirement like this:-


We have three groups in CA service desk namely, CA_Test1, CA_Test2, CA_Test3. We want to see if there is a feasibility in CA out of box to enable auto assignment of assignee when a ticket is sent to CA_Test1 and CA_Test2 looking at the members availability. That means, for these two groups (CA_Test1, CA_Test2), the members should be auto assigned according to their availability but for CA_Test3 , we want only group should be auto assigned not the members, so that we can manually assign the ticket to the agent. How can we do this?