Ticket Responsibility When Unassigning Technicians

Is there a way to automatically assign a ticket to the previous responsible group when unassigning tickets? The current behavior is for the ticket to have no primary or group responsibility, potentially being lost to visibility.

Tags responsibility primary-responsibility
Asked by Anderson Hanchett on Wed 12/20/23 1:29 PM
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Answer (1)

This answer has been marked as the accepted answer
Becky Klein Wed 12/20/23 1:43 PM

I have a report on a desktop to watch for "orphaned" tickets like that so that I can catch them and make sure they get assigned. Have you considered that option?

1 of 1 users found this helpful.
Thank you, Becky. I have the same and can share the report with our Tier 1, but ideally, we would want unassigned tickets to drop back to the last assigned group, if this is a possibility. - Anderson Hanchett Wed 12/20/23 1:47 PM