Automatically assign Ticket Ownership
I'm building custom ticket rules that will open a scheduled ticket and some of the tickets are going to be assigned to certain technicians. Is there a way to do that by running an update query or in the initial query?
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Posted by:
Nico_K
6 years ago
you can use and update your current ticket rule.
But you can also use the default settings for that.
Go to Service Desk | Configuration | Queue | <YOUR QUEUE>| Queue Customization and modify the category values. You can add a default owner here.
But you can also use the default settings for that.
Go to Service Desk | Configuration | Queue | <YOUR QUEUE>| Queue Customization and modify the category values. You can add a default owner here.
Posted by:
chucksteel
6 years ago
Top Answer
You can also set the owner via variables in the email:
@owner=username
