Auto-assign repeating tickets?
Question:
When a new ticket is opened as a repeating ticket, we have users that want that ticket auto-assigned to the technician on the original ticket that was setup as the repeating ticket. How can this be achieved?
Answer:
When a ticket is repeated, the system reproduces the original ticket, with no assignee, custom fields or comments entered. So, you may have to create automation rules that would assign the newly created tickets to required agents or set certain custom field values in those tickets.