Managing Ticket Assignments
I'm trying to setup my ticketing system as follows:
I have a main Helpdesk queue which all tickets come into and several other queues which tickets will be assigned to accordingly (Server/Network/etc...). When a ticket comes into the main helpdesk queue it is assigned to the security group tied to the helpdesk queue (Also called Helpdesk). We noticed that if we assign an owner to the ticket, that user was added to the assignment with the Helpdesk secutity group. Then after assessment of the ticket, if we reassigned the ticket to another queue/security group (and did not clear the current assignments because we want the owner to stay assigned), the other security group would then get added to the ticket and show 3 assignments even though the ticket was routed to the correct queue. Is there anyway to clean the assignments up so that only one security group is shown along with the owner assigned to the ticket instead of bouncing a ticket from queue to queue and watching all of those security groups get assigned to the ticket?
Any help is appreciated.