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Reassign service request

Accepted answer
edited Mar 7, 2019 9:55AM in Fusion Service 13 comments


service request to be routed to the initial owner


Hi Team,

I would like to reassign a service request to the initial owner who assigned to a particular group. 

For example, I am creating one service request and it will be assigned automatically to an agent(Agent1) under a group as "Team1". The Agent1 will forward the request to the corresponding group as "Team2". Team2 agent(Agent2) will receive and resolve the request. Once resolved that service request will reassign to the initial agent (Agent1) since the Agent1 can able to close the service request. 

If anyone aware of this please share your ideas to achieve.

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