Ticket team assignment without service agent

[Former Member]

Dear colleagues,

I need to assign tickets to teams using some rules. The problem I have is that the team assigned depends from the service agent. I need to assign tickets to teams without service agent. Is it possible?

Thank you!

Regards

[arun02_12 · Accepted solution]

Dear Eduard,

You can use Ticket routing rules to assign the service and support team to the Ticket.
Make sure that you maintain the determination in the Ticket involved parties for service and support team as the "Use rules for team assignment".

If you do not want to have a dependency between processor and the team, You can enable the scoping question under Service => Service request management

Disable consistency check between processor and team assignment?

I hope this helps.

Best Regards,

Arun