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David Jacobson

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    David Jacobson님이 에 댓글을 입력함

    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 Jacobson님이 에 게시물을 만듦

    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 Jacobson님이 에 게시물을 만듦

    [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...