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Advanced work assignment assigned to field

Codi
Tera Contributor

3 weeks ago

Hi Everyone,

I 'am new in configuring advanced work assignment, I noticed in activity stream that the assigned to field is changed by the available agent(see attached photo) is there any configuration to change it to system? 

Codi_0-1763428480694.png

 

Thank in Advanced

 

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Deepak Shaerma
Kilo Sage
Kilo Sage

3 weeks ago

Hi @Codi 

If you switch to Auto-assign, consider Auditing: It is generally better practice to leave it as it is. It provides a true audit trail that Aileen Mottern explicitly acknowledged and accepted the work at 22:46:39. If you force it to say "System," you lose the proof that a human actually saw and accepted the ticket.

Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
- Keep Learning ‌‌
Thanks & Regards 
Deepak Sharma

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