Can someone tell me how I can setup KACE to automatically assign a Service Request to a technician?
Can someone tell me how I can setup KACE to automatically assign a Service Request to a technician?
Specifically I would like any new opened that has the keyword query, reports or registration to automatically get assigned to Andrew Campbell
Would someone be kind enough to send me whatever custom code I may need along with instructions on where to place that code?
Specifically I would like any new opened that has the keyword query, reports or registration to automatically get assigned to Andrew Campbell
Would someone be kind enough to send me whatever custom code I may need along with instructions on where to place that code?
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Posted by:
Hobbsy
9 years ago
Top Answer
The easiest way to do this is to assign a tech to the category against which the ticket is logged, this will mean that the ticket will be auto assigned. Otherwise you will need to build a ticket rule to identify the data you are looking for, and then assign the ticket to the technician. I would recommend if you use the ticket rule that you also change the status of the ticket when it is assigned i.e. Only run the rule when the status is "new" and change the status to "opened" to prevent the rule running again.
Using Ticket Rules pg 580 of Administrator Guide - jfields 9 years ago