It's not possible in iTop, I think. You could adapt the Mail to Ticket Automation extension to do this for you though. Look for the part where the default values are applied to tickets, then add some code to select all agents within the Call Centre Team and set that value in the PHP-code.
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Hi Can someone help me out.
if i log a request based on a service category to auto assign the request to the call centre team and round robin agent if possible.
Please assist.
Kind regards
It's not possible in iTop, I think. You could adapt the Mail to Ticket Automation extension to do this for you though. Look for the part where the default values are applied to tickets, then add some code to select all agents within the Call Centre Team and set that value in the PHP-code.
Thanks Jeffrey i will look into this now thanks for the reply.