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Time to assign - What's the benefit


Hi everyone,

trying to find out what the advantages and disadvantages of TTA or Time to auto-assign timers are in ITHD. When browsing the Internet I can see it is being used quite often, but in our environment, I don't see the value of it.

We have 6 ITHD agents supporting their local offices in different countries, there is no 2nd level support, only one experienced person who agents can escalate to.

We have time-to-autoassign feature turned on and it is set to 3 hours. What happens during this 3 hours period? Some of the agents pull out tickets from a common ticketing queue as they want. But from the requester point of view, many tickets don't get answered within 3 hours, only when the TTA expires will the ticket be assigned to the local support engineer.

I'm wondering how other people use this feature if they use it at all.



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