# Auto Ticket Assigning till Group Level

The Infraon platform automates ticket assignment not only at the technician level but also at the **group level**, based on **Business Rules**.

## **1. Group-Level Assignment**

* Tickets can be **automatically assigned to a designated group** based on defined conditions such as:
  * Category
  * Priority
  * Location
* Ensures workload distribution across groups without requiring manual assignment.

## **2. Sub-Level (Selective) Assignment**

* Within a group, tickets can be routed to a **subgroup or specific member** based on additional filters like:
  * Expertise
  * Workload capacity
* Provided for **targeted allocation** while still using the business rule framework.

## **3. Customization and Configuration**

* Administrators can **configure rules** for both group and subgroup levels.
* Rules can be **modified dynamically** without affecting ongoing tickets.

{% hint style="info" %}
**Example:** All “High Priority Network Issues” can be directly routed to the “Network Operations Group”.
{% endhint %}

## **4. Audit and Tracking**

* All **rule-based assignments are logged** in the system.
* Provides transparency with detailed tracking of:
  * Business rule executions
  * Group/subgroup assignment logs


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