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When (or how) does the program look at a change in categories and re-route the tickets accordingly? For instance, a user creates a ticket but doesn't fill in a category or selects the wrong category based on his issue and the helpdesk worker changes the category. At what point does the program re-route the ticket and change the owner?
Is this a rule that needs to be created?
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If you have setup default owners for categories, then the change is automatic when the ticket is saved with a new category. Otherwise, you'd have to write your own rules to do this.
Answered 07/20/2010 by: airwolf
Tenth Degree Black Belt

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