Automation Rules: Assign to a set of users directly
Hello!
Can some explain if an automation rule can assign to a set of individuals instead of a group provided all the conditions are met. I am preparing for implementation and do not have access yet.
Thank you!
Asked by Michael Rodriguez
on Thu 9/7/23 10:21 AM
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Answer (1)
This answer has been marked as the accepted answer
Brittany Renn
Thu 9/7/23 10:31 AM
Hi Michael,
You can have an Automation Rule assign a ticket to an individual or to a group, but you cannot select multiple individuals if that makes sense. Let me know if that helps at all.
Best,
Brittany Renn
TDX Support
No feedback
Thank you Brittany. I have one more if you don't mind. 50% of our services will be routed based on 5 different teaching modalities. So that is 5 rules per service. In the future 5 different groups will be assigned a ticket depending on which modality is selected in a dropdown.
Is there some kind of logic within each rule that can handle this without creating 5 separate rules per services? - Michael Rodriguez Thu 9/7/23 1:42 PM
Is there some kind of logic within each rule that can handle this without creating 5 separate rules per services? - Michael Rodriguez Thu 9/7/23 1:42 PM
Is there like a custom attribute on your forms where you're tracking modalities? If so, then you should be able to create an automation rule for each value. If you go to TDAdmin > Applications > [Ticket App] > Automation Rules, you'll see in the Automation Condition section that you can select the custom attribute and choose the value, then configure the actions to assign the group responsible for that value. Does that make sense?
- Brittany Renn
Thu 9/7/23 1:46 PM
So for one attribute/field dropdown with 5 possible selections I can create a rule for each of the possible selections?
- Michael Rodriguez
Thu 9/7/23 2:22 PM