Our school staff submit tickets by email.
When I assign a Ticket Type to the Ticket, I would like the ticket to get auto assigned to a technician.
That was working for us until this year. We added a 2nd Technology Coach, and now some tickets do not get auto assigned correctly. The problem is we have hardware technicians at schools (School Manager) and we have Software Coaches for Schools (Group Manager).
If I select Group Manager to Auto Assign, than all tickets to the Software Ticket Types get assigned to the Group Manager (but in reality I have 2 Group Managers).
If I select Give Precedence to the School Manager, than Software Ticket Types get assigned to the Hardware Technician.
Seems like I cannot fix this (am I correct)?
Example: I have a Ticket Type of Software > Google Mail (Group Manager for this ticket type is Tech A)
At School 1 I would like the Ticket Auto Assigned to Tech A (Tech L is School Manager and Tech A is Group Manager and this Works)
At School 2 I would like the Ticket Auto Assigned to Tech B (Tech H is School Manager and Tech A is Group Manager, but Tech B is the Tech for this issue at this school and I can only have 1 Group Manager for this ticket type)