Enhanced Auto Assigned Category
I love the capability to have any category auto assigned to a tech that has right for that category. Sometimes I wish this could be applied to another field.
For example: usually I create a custom field for Location. I would like to also control this custom field with auto assign. Since most of the categories are somewhat the same (i.e. computer, laptop, printer, etc) the option to assign on a per location basis would be a great value add on. The workaround for this was to change the Category name to Location or create Categories with the location (Building A-Computers, Building B-Computers, etc) but the categories list can get pretty long and users sometimes just don't bother looking for the correct category and just pick whatever to get the ticket submitted.
The bad side on that is delays on the ticket since the incorrect category was selected and was auto assigned to a different tech. Now the tech has to assign it to the correct tech that takes care of that building/category.
Apologies for the ranting but sometimes us techs need to vent.
Thanks for reading and taking this into consideration
Thanks to all the team there at HESK and Mods for HESK