New Incident Assigning Responsibility to current by default

Is there a way that when a new ticket is created that by default the current person putting in the ticket is the responsible person?

Asked by Cid Cardoz on Mon 2/22/21 1:34 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Mon 2/22/21 1:45 PM

Hello Cid,

There's not a mechanism to make them directly responsible for the ticket overall if the form wasn't already configured to set them as responsible. I take it you're meaning in the instance that a ticket comes in via email or the client portal service catalog?

Unfortunately the only way this could possibly be accomplished in some way is to have a ticket workflow where a step was set to be responsible by a "role", and set that role to a person attribute that you've used on your request form. Then the requestor would fill their name into that field and would become responsible for the step in the workflow on that ticket.

It wouldn't directly get them assigned to the ticket as a whole, but it would create self-assignment assuming they had no other way to set themselves responsible for the ticket.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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Thanks Mark for responding. Actually what I am looking for is if a service desk technician opens a ticket, I would like for that ticket to be automatically assigned (responsible person) to that technician. they can re-assign afterwards as necessary, but initially if it can be in their name that way if they resolve it on first contact it counts towards them. FYI the responsibility field right now is optional, and this really could be fixed by making that required. - Cid Cardoz Mon 2/22/21 1:51 PM
Yeah short of allowing them to set the value of the Responsible field themselves on the request there's not a way to do that. - Mark Sayers Mon 2/22/21 1:52 PM
Thanks - Cid Cardoz Mon 2/22/21 1:53 PM