Is there a way for a workflow to change who the ticket is assigned to?


I would like for a workflow to change the ticket assignment to an individual or group, based on approval or rejection of a step. Is this possible? I cannot seem to find an obvious option to make this happen. I also cannot find any answers by searching the portal here, because most results are about assigning workflows to tickets and not what I am looking for.

Thank you.

Tags ticket workflow assign
Asked by Shenandoah Bennett on Wed 1/26/22 2:30 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Wed 1/26/22 2:51 PM

Hello Shenandoah,

You should be able to use this KB article to get the basics of this type of call prepared:

The only changes you'll need to implement are down in the "Creating the Web Service Method" section in step 11. Instead of using [ {"op": "replace", "path": "/StatusID", "value": "[Ticket Status ID]"}, ] you would want to do the following:

To assign the ticket to an individual directly: 
{"op": "replace", "path": "/ResponsibleUid", "value": "[UID of user]"},
{"op": "remove", "path": "/ResponsibleGroupID", "value": ""}

To assign to a group directly:
{"op": "replace", "path": "/ResponsibleGroupID", "value": "[ID of group]"},
{"op": "remove", "path": "/ResponsibleUid", "value": ""}

Mark Sayers
Sr Support Consultant, CS

2 of 2 users found this helpful.
Great, thank you for your help as always, Mark! - Shenandoah Bennett Wed 1/26/22 2:55 PM
You're very welcome! - Mark Sayers Wed 1/26/22 2:56 PM