rule to assign ticket to member of technician group
We have tickets created via email from a monitoring system and have the "Category", "Sub-Category" and "Item" field populated.
Currently I have a business rule that assigns the ticket to a group based on the Sub-Category field.
How can I have the tickets assigned to the technician's in the group in a round robin method?
I have auto-assign technician enabled.
Thanks
Sal
Currently I have a business rule that assigns the ticket to a group based on the Sub-Category field.
How can I have the tickets assigned to the technician's in the group in a round robin method?
I have auto-assign technician enabled.
Thanks
Sal