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?
Answer (1)
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