Assign tasks automatically when ticket is assigned?
Hi there,
Hopipng someone has a better suggestion than what I was able to come up with on my own (aka nothing): is there a way to set up TD so that, when a ticket with an associated task template is assigned to one of my techs, the first task is automatically assigned to them as well? Specifically what I am trying to accomplish is to set up our Event Support tickets so that the initial setup task is automatically assigned to whoever I give the ticket to without having to manually assign it (we only want the initial task, because later tasks would go to whoever runs and breaks down the event in question). Does anyone know if this is possible? Please let me know if anyone has any ideas, thanks!
Stuart
Answer (1)
Hello Stuart,
Ticket Task templates, when you're editing them in TDAdmin, should have the option for role-based assignment. If the ticket is assigned to a resource directly on its creation, or at least is already directly assigned at the point the task template is applied, it could be configured so that first task is assigned to the ticket's Responsible value, yes.
There would just need to be someone assigned to the ticket already by the time the task template is applied to the ticket for this to be successful. It could work if you're traiging to a group I guess, but it wouldn't change the task's Responsible value if a person takes full responsibility for the ticket after the task template is applied.
Sincerely,
Mark Sayers
Sr Support Consultant, CS