Configuring support specialists

You can assign multiple support specialists for a category. If a user creates a record with a category that has a support specialist, the record is automatically assigned to that support specialist.

Support specialist considerations (2020 Release 02)

The following considerations apply when you configure support specialists:

  • The Default in Self Service column is added in the Support Specialists section of Category.
  • If a category is checked for display in Self Service:
    • You can assign a default support specialist for that category in Self Service. Yes appears next to the default support specialist in the Default in Self Service column.

      Note

      A category can have only one default support specialist for Self Service.

    • The first support specialist assigned to the category becomes the default support specialist for that category. To change the default support specialist in Self Service, select the new support specialist, go to More Actions, and click Set as Default in Self Service.

  • After you have removed the default support specialist from a category, a ticket created via Self Service under that category is assigned, depending on the default Self Service settings.
  • In Self Service, if you select a category that has one or more support specialists assigned, the default support specialist is linked to the ticket.
  • In Self Service, if you do not select a category or if the category that you selected does not have a default support specialist, the Self Service default settings are used to assign the ticket.
  • If the default support specialist is linked to only one group, the ticket is assigned to the same group as the group of the default support specialist. If the default support specialist is linked to multiple groups, the group of the ticket is the first group linked to the default support specialist.

  • If the default support specialist is not linked to any group, the default Self Service settings are used to assign the technician and the group of the ticket.
  • If you change the category of a ticket, the default support specialist of the updated category is linked to the ticket provided that the updated category has a default support specialist. The group of the ticket is changed to the group of the default support specialist.
  • When you upgrade to Track-It! 2020 Release 02, default support specialists for Self Service are not added automatically for existing categories. Administrators must manually assign the default support specialist for Self Service for existing categories.

To assign a support specialist to a category

  1. Navigate to the Categories page (hamburger menu  > Configuration > Lookups > Categories).
  2. On the Categories page, from the category tree view, select a category that you want to modify and click Edit.
  3. In the Category: categoryName dialog box, in the Support Specialists section, go to More Actions and click Assign.
  4. In the Select Technician dialog box, select a technician and click OK.
  5. Click Save.

To remove a support specialist assigned to a category

  1. Navigate to the Categories page (hamburger menu  > Configuration > Lookups > Categories).
  2. On the Categories page, from the category tree view, select a category that you want to modify and click Edit.
  3. In the Category: categoryName dialog box, in the Support Specialists section, select a technician, go to More Actions, and click Remove.
  4. (If the technician selected in the previous step is the default support specialist for the Category) In the Remove dialog box, click Yes.
  5. Click Save.


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