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David Jacobson

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Latest activity by David Jacobson
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    David Jacobson commented,

    Thanks for the advice and links Graham!  You're right, ticket assigment is often done in more sophisticated ways in many help desk environmnets.  And Chris' article is very interesting and shows a ...

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    David Jacobson created a post,

    Round Robin assignment

    Planned

    It would be nice to be able to setup an Automation or a Trigger that \*automatically\* assigned new / unassigned / or tickets in a praticular group to an agent using a Round Robin algorithm.  We cu...

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    David Jacobson created a post,

    [Closed for comments] Add or Edit Tags on Closed tickets

    I realize the ITIL importance of making closed tickets un-modifyable, as a system of record.  But, as a part of post analysis and reporting on hundreds of past closed tickets, mining for patterns o...