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David Jacobson

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    David Jacobson a ajouté un commentaire,

    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 a créé une publication,

    Round Robin assignment

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    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 a créé une publication,

    [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...