Transferring Tickets in EIC

[Former Member]

Hi Experts,

I am trying to understand the process how tickets transfer is meant to happen in EIC. Hope you can provide some guidance.

I can change the category/ subcategory and assign a correct owner org unit or processor org unit. (Not sure if its a recommended way).

What if my access is limited for only first 4 categories. The receiver of the ticket has access to category 5. So all I can do is send it to the right org unit. But receiving agent can not access the ticket till he/she changes the category to 5. And as per the current category, it won't let him access/ change the category to 5 from existing 1-4 category.

Does that mean you gotta give modify access to all the tier 1 agents to all categories?

Shai

[Former Member]

Hi Shai,

The Assignment of the team can happen via "Rule Policies"

In Rule Policy, you define the "Condition" and state a relevant category and then define the "Action"

as "Route a Group"  or "Route to a Partner"

Hope this helps.

Regards

Bee