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We have set up Q's (e.g. Incident Service Delivery)

and Sub Q's (e.g. DBA's within Service Delivery)

I would like to allocate the ticket to one of the named DBA's

I thought that was what the owner field was for but it wont let me enter a user name. Any Ideas?




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In the setup of the queue you will need to define a user label (group of users) that will be the ticket owners.

You need to create the label, make that label the label for ticket owners and also add your tech's into the label to be able to select them within any ticket as the owner
Answered 06/11/2018 by: Hobbsy
Red Belt

  • Thanks Hobbsy. No sooner had a posted the question when I had an epiphany and realised I could use Labels (fortunately have been pretty disciplined about the use of these)
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