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C4C: How to determine ticket tasks assignment to Service Technician role?

prego7493
Explorer
0 Kudos
962

I've created tasks which are assigned to a ticket at the moment a service technician is added. This is working as expected.

The problem I have is that all tasks are created for the person which is set as "assigned to" in the ticket and not to the "Service Technician" role. Is there any way to adjust this determination?

Accepted Solutions (0)

Answers (1)

Answers (1)

amit_kumar159
Product and Topic Expert
Product and Topic Expert
0 Kudos

You can use Ticket Routing rules to achive your requirement.

Go to Administrator work cneter -> Service and Social view -> Click on Hyperlink : Ticket Routing Rules -> Maintain customer column -> And Team /employee.

Regards,

Amit Kumar