Service Desk Ticket Auto Assign

Can the V1000 Service Desk be configured to auto assign a Help Desk tech a ticket based on a custom field and only then email the help desk tech, not all help desk techs?

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Answers (3)

Posted by: chrisgrim 11 years ago
Senior Purple Belt
Without some specific detail, I wonder if you wouldn't be able to take advantage of the default behavior of Categories and auto-assignment. If you have a default owner for a category, the owner will be set when that category is set, and if you have the check box checked for owners to receive email when an incident changes, only that owner will get the email. If you are looking for something more custom, ticket rules can replace some or all of the automatic email notifications with very specific actions.
Posted by: GillySpy 11 years ago
7th Degree Black Belt
If your default is to notify all techs then you must have either implemented this document (or something similar) OR you have a category CC on all your categories already that specifies your team alias (for "all help desk techs").

chrisgrim is correct in what he says except that you cannot do that for custom fields. If you have 5.1 then you can create a simple rule with the "wizard"

Steps (someone correct me if I miss something):
  1. Heldpesk->configuration->queues->pick a queue->ticket rules[customize]
  2. Select "Choose Action->add ticket rule"
  3. step 1 of wizard: choose your custom field and value to detect (e.g. department=accounting)
  4. step 2 of wizard set the value of any field to anything
  5. when in the detail view of the rule:
    1. set the frequency to be "on ticket save"
    2. use the email on each row feature like this document note that you'll have to modify the query
    3. turn off the update
  6. save
Posted by: chrisgrim 11 years ago
Senior Purple Belt
Right - I was saying that instead of using a custom field, they could implement the values of the custom field as categories and get the K1 to do it for them for free. If the values that would be in that custom field are not appropriate for category, then Gerald's doc is the way to go.
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