It’s still not behaving like I want it to. Those tickets that I have business rules or exceptions for are being assigned to everyone, not just the people in the round robin.
There are 2 things I'm trying to achieve:
1. I have certain tickets that I want assigned to specific techs
2. 2. I want certain tickets assigned to another group of technicians (not the ones in the round robin)
We have a total of 7 technicians listed in ManageEngine, but only 2 of those 7 are in the round robin. Whether I create a business rule or exception, it’s not “listening” to the rule. So is there any way to create 2 groups of technicians and have certain tickets going to each group?