Add Customer's Supervisor as Contact Automatically

Is there a way to automatically add a customer's supervisor as a contact on the ticket? i.e. if John Doe submits a ticket and his supervisor is Jane Doe, we want to have Jane automatically added as a ticket contact when John puts in the ticket. I am not currently seeing an option for this in the Automation Rules or Workflows sections. 

Asked by Jonathon Eller on Fri 7/12/24 2:25 PM
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Answer (1)

This answer has been marked as the accepted answer
Brittany Renn Fri 7/12/24 3:47 PM

Hi Jonathan, 

There's not a default way to do this but there is an API endpoint for adding users as a contact to a ticket which you could use in a web service step in a ticket workflow, if you're tracking the supervisors UID somewhere accessible on the ticket. 

Other than that, I'd probably suggest submitting this as an Enhancement Request: https://solutions.teamdynamix.com/TDClient/Requests/ServiceDet?ID=2148.

Best,
Brittany Renn
TDX Support

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