Auto-Assign Service Desk Ticket Upon Closure
I'm looking for a way to avoid tickets being closed as "Unassigned" when a tech forgets to assign it to his/herself. I'd like the ticket to automatically assign to whomever changes the resolution code to "closed" and saves/closes that ticket. Is there a ticket rule I can set up to do this?
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A custom ticket rule can definitely do this. I think the way to achieve it would be: (1) have the select statement check <CHANGE_ID> for whether it changed the ticket to closed state then (2) have the update statement take the closed ticket's ID and change the owner to the user that was associated with the status change to close. Then set the rule to run "on ticket save." That second step seems tricky, and I don't know if doing "on ticket save" would be taxing on your server. - JasonEgg 6 years ago
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