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I created a Global Event with the following settings:
Event Type: Ticket Transferred
- Agent Assigned: Doesn't Equal Queue
- Pin Ticket to Agent
This event works only when manually transferring a ticket. It does not work when the system "assigned" (aka transfers) a ticket from Queue to an Agent automatically. I also tried creating the event as a "Ticket Created" type, but that didn't work either.
How do I get the system to Pin a ticket immediately to an Agent when the system initially assigns the ticket?
Ben Santiardo, Senior Programmer Analyst
Eastern Suffolk BOCES