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David Jacobson

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  • 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...

  • [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...