Group cleared after assignment
Hello there!
I have a problem with support group assignement. When a ticket is created it is assigned (based on business rules) to specific support group. Technicians that are in group getting alert by email , etc... everything work fine, BUT when technician go to ticket details and click "pick up"
ticket is assigned to him, but the group is not assigned anymore
in ticket details;
when I want to assign group again - I CAN NOT CHOOSE ME FROM THE GROUP (I'm in "Serwery i storage")
Any idea why I'm not available on the list and why group is cleared when ticket is picked up ?
Thanks in advance for any advice!
I have a problem with support group assignement. When a ticket is created it is assigned (based on business rules) to specific support group. Technicians that are in group getting alert by email , etc... everything work fine, BUT when technician go to ticket details and click "pick up"
ticket is assigned to him, but the group is not assigned anymore
in ticket details;
when I want to assign group again - I CAN NOT CHOOSE ME FROM THE GROUP (I'm in "Serwery i storage")
Any idea why I'm not available on the list and why group is cleared when ticket is picked up ?
Thanks in advance for any advice!