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About SameerD

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  1. Hi, There is auto assignment option in ca servicedesk 17 for assigning the analyst to the ticket on basis of workload. As we understand that the while assigning ticket the system logic checks the number of active tickets with analyst and assign accordingly. We want to know that whether is it possible that is there any way that while assigning the ticket logic should not consider the resolved tickets and calculate the load accordingly. Thanks Sameer
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