We are in MSP mode with 3 internal companies.

Company 1

Company 2

Company 3

We created a workflow to automatically assign the ticket based on the company, but it’s not assigning correctly.

Step 1

What should step 2 be? I have it as

Requester Fields.Company Name includes any Company 1

If yes, then assign to restricted group Company 1 Agent

If no, then it goes to the second option.

Requester Fields.Company Name includes any Company 2

If yes, then assign to restricted group Company 2 Agent

If no, then it goes to the last option.

Testing this, it will not always assign to the correct restricted group. If we change from Company 1 to Company 2, it will change the company to Company 2 but stays Company 1 Agent.

We don’t want round robin. We want it to assign to the restricted group and a technician can pick up the ticket and assign to themself.