Aya, the routing rules are pre-defined so they wont change based on the logged-in user. That said, using an Issue approval process like Catherine mentioned above, could route an approval to the user's manager to review the request before it get's triaged by your traffic coordinator. There are some ...

Monika, while formal approvals can be used for requests as Mark and Catherine have suggested, there is a simplified approach that might work in your situation too. Create a new Issue Status and call it something like "Need More Info" that equates to In Progress. When a request comes in that is missi...

Great content Brent! Thank you for sharing and thanks to everyone for all of the awesome collaboration in the breakout rooms. Stay safe and healthy!

Great session content Catherine! Lots of good discussion in the breakout rooms. Looking forward to connecting and seeing the continued dialogue here.