Reassign ticket to licensed ticket initiator

Question

Hi,

Can we reassign a service ticket to licensed ticket initiator?

We have 5 sets of approval layers and upon rejection at any level we would like the ticket to be re-assigned to the initial ticket initiator. Our ticket initiator is a licenses user.

If yes, how is this achievable?

Thanks in advance.

Hasham Iqbal · Answer

Hamza, thank you for investing your valuable time in assisting.

I have attached our workflow for a better visibility.

Approvals are set to 5 layers and upon rejection, a ticket can be re-routed at any status but i was unable to achieve auto assignement to the "initial reporter".

By applying the solution that you have shared above, do you feel my problem statement can be resolved?

Regards,

Hasham

Hamza Chundrigar · Answer

Ok, thanks for clarifying. This can easily be done using a workflow post-function.

We have 5 sets of approval layers and upon rejection at any level we would like the ticket to be re-assigned to the initial ticket initiator.

For each of the 5 approval steps, there will be 5 transitions indicating the rejection/decline state.

You would need to add a post-function for each of those transitions in order to automatically reassign the ticket to the reporter upon rejection,

The name of this post function is Assign to Reporter. This post-function assigns the issue to the user who created the issue.

Steps to Add a post function

More details can be found in this article, but to add a post function to a transition, edit the workflow that contains the transition, select the transition, then click Post functions in the properties panel for the transition.

To add a post function to a transition:

* Select  > Issues.

* Click Workflows and then Edit for the relevant workflow.

* Select the transition:

* In diagram mode, select the transition arrow.

* Open the post functions tab:

* In diagram mode, click Post functions in the properties panel to show the triggers configured for the transition.

* Click Add post function.

* Add the Assign to Reporter post function to each of those approval step (declined/rejection) transitions and choose Publish Draft to finalize your changes.

Best,
Hamza

Hasham Iqbal · Answer

Hi @Hamza Chundrigar

Ticket initiator = The person who reported/created the issue (aka the Reporter)

Once the reporter creates a ticket, we have 5 sets of approval layers. Upon rejection at any level we would like the ticket to be re-assigned to the reporter.

The reporter is a licensed user within our organization.