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Tickets Auto-Assignment

Question asked by afolabi on Jan 19, 2017
Latest reply on Jan 19, 2017 by Grant Bruneau

Please, what is the exhaustive list of checks I should do to ensure tickets do not fail auto-assignment?

I have tried mapping all users to an active: Location and Group.

Request Areas are mapped with 'Auto-Assignment mode being Location based. Locations and Groups are populated.

Most of the tickets auto-assign correctly but about 5% of them do not. This 5% is about 20 tickets daily and so, it is undesirable as I have to re-assign daily.

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