I discovered an issue in SDP in which assigning a ticket to a technician from another group will not assign the group. All the IT tickets come into the Service Desk group and queue. We work out of this queue. If I wanted to quick reassign a ticket to a technician, I would click on the check box next to the ticket and then use the drop down at the top to select a technician, then click Assign. However the issue is that if I want to assign the ticket to a technician in a group other than Service Desk, the ticket will assign to them, but the group will not assign to their corresponding group. Therefore, if that technician is working out of his/her group queue, for example "Infrastructure", they won't see the ticket in their queue.
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