How do I assign a specific Customer Request Type to a Service Desk Agent by default? I actually can do through workflow, but all request types are assigned to only one issue types and one workflow, but i have total 24 customer request types in IT project portal.
When someone goes thru the portal and selects hardware or software request procurement tickets it goes unassigned into our IT queue and then our triager sometimes assigns it to a technican inadvertently and causes unneeded delay.
Can we auto-assign hardware tickets to XXX and auto-assign software tickets to YYY?
We are using Service Desk 3.2.7 (Server). Could anyone please suggest on this ?