mickers Absent Member.
Absent Member.
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Initial assignment of tickets

Hi,
We have a simple setup of NSD 7.0.3 here. A single level of support (no escalation), and logging IT Incidents only. Up until now we have had a single tech who had all tickets assigned to him automatically.
Now we have a second tech, but they are only part-time. We want all the tickets to be assigned to the full-time tech, and he can re-assign to the part time tech as needed. We are finding that all new tickets are being assigned to the part-time tech at the moment. Can anyone point me to the section where I can manage the initial ticket assignments?

Thanks
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Anonymous_User Absent Member.
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Re: Initial assignment of tickets

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Kelvarr Absent Member.
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Re: Initial assignment of tickets

I would like to know also. Currently, anything initiated through the customer portal, or by Quick Request goes to "System User". We want this to go to an actual user. Any help here?
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bsix Absent Member.
Absent Member.

Re: Initial assignment of tickets

Are you using queues?
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bsix Absent Member.
Absent Member.

Re: Initial assignment of tickets

Hey Michael,
Take a look at this https://www.novell.com/documentation/servicedesk-72/admin/data/c000007.html

You lots of ways to control automatic ticket assignment. First would be to define the work hours of the part time tech. This ensures no assignment outside the work schedule. If both Technicians are "available" then the system looks at request load and tries to balance it. So if the full time tech has many more requests than the part time tech, then it makes sense that the system will try and load up the part time tech to balance the load. In this case, you could put the part time tech on Layer 2 and thus would only get requests that the full time tech escalates to him/her. The other option would be to create another team and put the part time tech in that team. Then the full time tech could reassign the request as needed to the part time tech by team reallocation.
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