Person Custom Attributes on a Ticket, a ticket's Requestor, a ticket's Service or Service Offering, or a ticket's Account can be used as relative roles in workflow steps and for task template responsibility. The following relative role types support choosing a person custom attribute from the ticket or the ticket's service.
- Approval Step > Approver Role(s)
- Choice Step > Responsible Role
- Notification Step > Recipient Role(s)
- Task Step > Responsible Role
- Ticket Task Template > Responsible Role
If the person custom attribute evaluates to no person or a person who isn’t appropriate for the step type (e.g. a person without the ticketing application for a Task Step’s Responsible Role), the system will fall back to the fallback field’s value (or Unassigned for task template tasks if the fallback is not defined).
Protected Custom Attributes cannot be used as relative roles in workflow.