Automatically assign workflow to reassigned tickets?
Good Afternoon:
Is there a way to Automatically assign a workflow to reassigned tickets?
We have an automation rule that applies a workflow to all (new) tickets from one part of our service catalog (Enterprise Operations) to two people who are acting as reviewers for that department. They will either approve or reject the tickets. If approved, the reviewers manually assign to one of the technicians in that department.
Occasionally, tickets will be generated from our IT help desk, or reassigned to our Enterprise Operations dept because they were either assigned to another department in error, or there are other tasks preceding Enterprise Operations tasks. Is there any way to automatically apply a workflow to a ticket that gets reassigned to a certain group?
Answer (1)
Hello Scott,
There is no automatic way to assign a workflow to a ticket just because it has been assigned to a specific group, no. iPaaS could maybe achieve this for you with webhooks and some logic involved, but I'm not sure if you have access to that tool.
Sincerely,
Mark Sayers
Sr Support Consultant, CS