Adding or modifying ticket area owner

Use the Ticket Auto Assignment tab in the Office Profile detail view to define new ticket assignment options.

Note: The system administrator and users with the appropriate role can access these features.

To add or modify a ticket area owner:

  1. Click Administration on the Navigation Bar.
  2. Click Office Profiles. The Office Profiles list view is displayed.
    Note: If required, use the Lookup option to locate an office profile.
  3. Click Company Name. The Office Profile detail view is displayed.
  4. Click the Ticket Auto Assignment tab. The Tickets Auto Assignment screen is displayed.
    Note: You can define area owners, the auto-assignment is enabled only if the Auto-Assignment option is selected.
  5. Click Add Ticket Area Owner to add a ticket area owner.
    Note: You can click Edit link next to the area or owner pair to modify a ticket area owner.
  6. Specify the information:
    Area
    The Area is the high-level description of the customer problem on a ticket. Click the and select the area to define a user to automatically assign it.
    Note: The list only includes areas that are not assigned to a user.
    Assign To
    The user to whom any tickets with the selected area are to be assigned. Click the Lookup option to find and select the user. For steps see Finding records
  7. Click OK.