Assign tickets based on location

@CCornwall 8637ba3 ohsd 

In ticket rules you can setup a rule and use the “Assign to agent (by location)” action. that should allow you to do this.

I do not have access to the ticket rules that I am aware of. So on the same thought, could you tag the agents instead of assigning it to them so that the tickets are still easily viewable by all but that the specific people see the tickets that are created for their location?

I’d like to add my own question to this thread.

I understand creating a rule that assigns tickets to agents/teams based on the submitter’s location. However, not all tickets for a location may be equal.

Just because a submitter makes a request pertaining to a particular location doesn’t mean that ALL that location’s tickets should go to the same agent/team.

For example, a technician assigned to a particular location may be the go-to person for common IT issues at that location; however, they don’t take care of network equipment or servers stored in that location. As a result, we wouldn’t want to set a rule for ALL tickets to be assigned to the tech—only those tickets that pertain to the issues specific to that agent’s skillset.

How can we enable tickets to be assigned to a specific agent/team for a particular location, but not for certain issue categories?

Sounds like in your rule that assigns tickets by locations you would want to add a filter for the issue types you don't want to be part of it, and check the box to exclude those types on the screen where you pick the issues. 

@zige Here is an example of excluding specific information, such as the issues you want to exclude.

@bclark Thank you for sharing your insight, as always!