Automatically assign Help Desk ticket to tech based on submitter

Question

I'd like to automatically assign a helpdesk ticket to a specific technician based on submitter email address. Running the latest version of K1000.

Something like:

If submitter name = xxxxxx@xxxxx.com

Then

Assign ticket to specific technician.

I'm not a SQL guy but understand logic - seems like this should be pretty straight forward to setup in K1000 but not sure where to start.

Any help or suggestions appreciated!

Answer

You can create a set of custom rules, or if you are an SQL guru probably just the one rule, but what you are basically doing is checking if the Submitter ID is associated with a specific Label Id and if it is set the owner ID to the appropriate Tech.

In its basic form I achieved this with the following ticket rule:

Select Statement

SELECT HD_TICKET.OWNER_ID, HD_TICKET.ID, USER_LABEL_JT.LABEL_ID
FROM ORG1.HD_TICKET HD_TICKET
INNER JOIN ORG1.USER_LABEL_JT USER_LABEL_JT
ON (HD_TICKET.SUBMITTER_ID = USER_LABEL_JT.USER_ID)
WHERE USER_LABEL_JT.LABEL_ID = 165 and HD_TICKET.HD_STATUS_ID = 5

So you may need to add in more details for your ticket as this one only checks to make sure it has a status on New for this queue, but in the above, Is the number of the User Label i.e. U_All_Munich_Users

Update Statement

update HD_TICKET, HD_CATEGORY as T5
set HD_TICKET.OWNER_ID = 14
where (HD_TICKET.ID in (<TICKET_IDS>))

in the update Statement it sets the ticket to the Munich Tech ID

You may also like to set a hidden switch field so this rule only fires when it is new, to prevent reassignment by mistake in the middle of the ticket's lifecycle