Auto-assign is an alternative to the manual method for assigning follow-ups and trouble tickets. This helps you to direct certain follow-ups and trouble tickets that require special handling to a designated "expert" user group. Auto-assign follow-ups and trouble tickets are automatically assigned by the IDI platform in round-robin fashion to users in the specified user group.
Follow-ups and trouble tickets that do not require special handling by a designated user group may use the default manual assignment method. See Adding/Editing a Follow-Up.
Whether the follow-up or trouble ticket is auto-assignable or manually assigned, once it is entered into the IDI platform, the same functionality is available (view, modify, print, close, and so on).