How to assign the ticket duty

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:

specialist responsible for the ticket of a certain SLA. According to user rights each ticket is assigned a definite SLA. In the SLA settings, a support specialist can be specified who is to solve problems of a specified support level.
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.
if a responsible person is not specified for the category, then they are assigned according to the Helpdesk module settings.

The technical support administrator can assign or change the responsible person when viewing the ticket: