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auto assign issue created with raise a request feature

Lindsay Siurna

Hi,

I am trying to setup JSD and just discovered that if I use the raise a request feature to create a ticket, it is not automatically assigned to me. Is this the default behaviour? Do I need to create an automation to set the assignee?

Thanks,
Lindsay

Accepted answers

Yogesh Mude_qi979c

Hi @Lindsay Siurna

Can I ask ..Are you using a customer portal for raising requests?

What do you mean ..I use the raise a request feature to create a ticket

All comments

Yogesh Mude_qi979c

Hi @Lindsay Siurna

Can I ask ..Are you using a customer portal for raising requests?

What do you mean ..I use the raise a request feature to create a ticket

Lindsay Siurna

yes, we are using the portal. When you are in the agent view, you can click on raise a request and it automatically takes you to the portal where you can raise a request on behalf of a customer.

Yogesh Mude_qi979c

Okay.

If you have been set up the workflow post function for auto-assign to create transition then only the after creating request it will assign to a specified user otherwise by default it will set as unassigned.

Lindsay Siurna

I tried using: Assign the issue to the current user. Please note that the issue will only be assigned to the current user if the current user has the 'Assignable User' permission.

But when I created a ticket for the customer in the portal, it didn's assign it to me.

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