Support team receives an incident which states the record logged under a particular Category is getting assigned to a wrong workgroup and not to the workgroup which it is intended to be. What would you do to investigate / solve this incident?

hari · March 10, 2021, 7:48am

Check the workgroup configuration and see if the category customer is referring to is present in the workgroup definition.
Also check if the category is configured under any other workgroup mistakenly. If so, instruct the customer to correct the configuration accordingly.

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