Ok, so when we create a ticket we have a field custom field called TS Participant. Of course this is a group of nothing but TS users. What I am wanting to do is if someone is mentioned (@mention) in a comment on the ticket, to take that person and add to that field automatically.
Currently the workflow is we escalate the ticket, the person on call for that group tells us who in the group to assign to and puts it back waiting on the service desk. Then we manually put that person in the TS Participant field and escalate back to the group.
I am wanting to automate this so it cuts down on the ticket time.
