Setting the Default Global Trouble Ticket Assignment

Setting the default global trouble ticket assignment lets you identify if trouble tickets generated by Barracuda RMM are assigned to a user by default or not, and if so, which user.

This setting applies to all your sites, existing and new. If a trouble ticket is generated for a Barracuda RMM site, it is assigned according to this setting. You can also set the trouble ticket assignment for each site, which overrides this setting. To set the default trouble ticket user assignment on a per-site basis, see Setting the Default Trouble Ticket Assignment for a Site.

  The options for assigning tickets are:

•   Assign automatically — Service Center assigns tickets to the first user in the service desk's user list who has the correct permissions. Tickets are not assigned to a user who does not have trouble ticket permissions. If the assignment is set to assign automatically and the first three users in the user list don't have the correct permissions to have trouble tickets assigned to them, trouble tickets are assigned to the fourth user in the list.
•   Assign to: Unassigned — Service Center does not assign tickets to a user. Trouble tickets are still created, but they are not assigned to a specific user.
•   Assign to: User name — Service Center assigns tickets to the user whose name is selected in the Assign to box. When a ticket is created, it is assigned to that user, who receives any notification that has been set up in the service desk. That user can assign the ticket to other users from the service desk.

To set the global default user for trouble tickets

1.   In Service Center, click Configuration > System Settings.
2.   Click the Ticketing tab.
3.   In the Default Global Trouble Ticket Assignment area, click Modify.
4.   Do one of the following:
   •   To assign tickets to the first user with ticket assignment rights, click Assign Automatically.
   • To assign tickets to a specific user, click Assign to, then select the user's name in the drop-down.
5.   Click Save.

  To create trouble tickets without an assigned user

1.   In Service Center, click Configuration > System Settings.
2.   Click the Ticketing tab.
3.   In the Default Global Trouble Ticket Assignment area, click Modify.
4.   Click Assign to, then select Unassigned in the drop-down.
5.   Click Save.