Current Configuration:

We have two triage groups. We'll call them Triage 1 and Triage 2. Some agents are in Triage 1, and some are in Triage 2, depending on the team they are on. We then have groups based on the agent's schedule that are set as the agent's default group 9am-5pm, 11am-8pm, etc. These groups are tied to triggers that will update the schedule for the ticket to align with the agent's group. This helps with managing SLAs so they won't run when the agent is offline. Most of the time, tickets are auto-assigned to agents via a routing app which works great when the ticket gets assigned and is set to the agent's default group.

Issue:

Sometimes we will get tickets that are incorrectly routed and we use a macro to move them into one of the Triage groups with no agent assigned so the routing app will assign the ticket out. When this happens, we notice that the ticket group stays set to the Triage group instead of updating to the agent's default group. 

Question:

What is the best way to make sure when a ticket is reassigned, it will always go to that agent's default group instead of their Triage group?