Autoassignment and Transfer activity

[ANDRES MARQUEZ]

Hi,

I've some category areas in CA SDM that have configured the auto-assignment. This runs fine, but I observe that when the ticket is created and reassigned to the user of the category area, the activity log doesn't create a transfer activity but I've got a new activity "Event Occurred". All this is right?? The auto-assignment don't create a transfer activity? also, If by default don't create the transfer activity, Are there any configurations or mods for it?

Regards.

[Lindsay Estabrooks]

Hi Andres,
The perspective of a Transfer activity is that the ticket was moved from one group to another group or one analyst to another analyst. The auto-assign is really the initial assignment of the group/analyst. Why do you need to show it as a transfer?

Cheers,
Lindsay