Automation Rule to Set Requestor

Good morning:

I wanted to ask if there is a way to use automation rules to set a requestor for specific services or forms if the requestor is not set? I see that there is a filter that can fit these criteria in Automation Rules, but there does not seem to be a way to set the requestor.

Would there be a way to do this via API?

The use case is to ensure that workflows are assigned to certain tickets, and it seems that workflows cannot be applied (even manually) unless thee is a valid requestor on a ticket.

Thank you.

Tags workflow requestor automation automation-rules
Asked by Anderson Hanchett on Tue 3/14/23 1:14 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 3/14/23 2:31 PM

Hello Anderson,

Automation rules do not currently allow for setting the Requestor value on a ticket unfortunately.

You could make an API call to PATCH a ticket and set a RequestorUID value for it, sure, but you'd have to know which ticket(s) to edit. Likely this would be achieved through a webhook and then either an iPaaS flow or else some outside system which parses the webhook and determines which tickets to edit and set the requestor value for.

Mark Sayers
Sr Support Consultant, CS


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