ok. I have an interesting question and I am looking for some ideas.
Setup:
We have a tech group in India and a Tech group in the US. We have separated all of the clients based on their Location (India or US).
Requirements:
Tickets placed by India Clients sent to the India Tech group and tickets for the US Clients sent to the US Tech Group
India Tech group to escalate tickets to US Tech group
All Clients see the same Request types (for reporting)
My initial thought was to use Action rules when the ticket is created that anyone in the location India is placed in the India Tech group 1. Then anything else goes to the U.S. Tech group 1. Then I will have to add the U.S. Tech group 2 techs to the India Tech group 2 for escalation.
Open to any other ideas.
Thank you