No technician assigned to Service Request

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No technician assigned to Service Request

Forum Index » Helpdesk

Author

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27/10/2011 12:29:23

Subject: No technician assigned to Service Request

pdnpa
SysAider

SysAider from release 7.5

Joined: 21/10/2011
Messages: 9
Offline

Hi,

Appologies if this is the wrong area.

I am having trouble setting up routing rules and was hoping for some help.
It seems simple enough - I have created the rule - this example was for Other Equipment. I then made a new group SysAid IT Support - and added in my 2 test admins sysaidadmin and itsupport.

I then added this group to the routing rule. I have attached an image of my routing and groups. Have I missed something simple?

If I add an admin to the group - every service request goes to that user. If I don't then the service request is never assigned a tech. For example this is the text from the automatic email I get when I send a new service request:

New Service Request #31

Title: Help
Description: Problem
Category: Other Equipment
Sub Category: Others
Assigned To: none
Urgency: Low
Status: New

Is there a setting that could over ride this?
I tried using a group from Active Directory and creating a group within sys aid but neither worked correctly for some reason...

Filename	user groups.bmp
Description	User grousp
Filesize	684 Kbytes
Downloaded:	1 time(s)

Filename	Routing Rules.bmp
Description	Routing rules
Filesize	1002 Kbytes
Downloaded:	0 time(s)

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