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Last Modified: 10.10.2012
Responsible person is a techsupport staff member liable to resolve tickets and problems.
Responsibilities can be distributed:
- automatically (according to the pre-set parameters);
- manually by a technical support administrator.
The following parameters are considered when a responsible person is assigned automatically:
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- if a responsible person is not specified for the SLA, then they are assigned according to the category settings to which the ticket has been related.
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- if a responsible person is not specified for the category, then they are assigned according to the Helpdesk module settings.
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The technical support administrator can assign or change the responsible person when viewing the ticket: