0 Replies Latest reply on Jun 22, 2020 4:53 AM by Ravinder Sharma

    Problem ticket is auto assigned to a person who is not part of that resolver bin.

    Ravinder Sharma
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      when a Problem ticket is assigned to a particular resolver group that ticket got auto assigned to a person who is not part of that bin.

       

      For example

       

      Support Group A        Support Group B

       

      Mahesh                        Ramesh

      Ashok                           Vikram

       

       

       

      Problem ticket is created and assigned to support Group A so when Remedy Application Service do its auto assignment it should assign it to either Mahesh or Ashok but this is not happening and it is assigned to Vikram. So this is creating a confusion that how this could be happened and main issue is that we cannot reproduce issue to capture the logs.