Setting an Assignee by selection of Custom Dropdown Field in Form

Charlie Buege

Hello.  I'm very new to Service Management so if my question is a beginner one and there is training/videos/etc. available to help me figure this out, please feel free to direct me there.

With that said, here is the situation I'm facing.  We've just setup a portal for our users to be able to submit requests for assistance from our IT team.  What we've done is gone ahead and built a Form called 'IT Service Request' and in that form, we have a dropdown called 'Problem Area'.  That contains a list of the different items that our users can choose from:
New Employee Setup/Termination
MS Office
MS Teams
MS OneDrive
etc.

What I want to be able to do is, depending on the choice that is selected, I want to auto-assign these issues to the respective IT personnel to handle the given task.  "New Employee Setup/Termination" to person 1, "MS Office" to person 2, etc.

Each of the people that we want to assign to has a Service Management license assigned to them, so that's already in place.

What I'm unsure of is how to setup the logic to handle the actual assignment.  Is this something that needs to go into a Workflow for when the issue is created?  Do I add Form automation to do this?  Is it a combination of both of these?  Am I looking in the wrong place entirely?

I tried using Form Automation and am trying to figure out how to build the advanced compare condition, but am unsure as to how to structure it.  I thought it would be something like setting up an if condition and then comparing it against "{{issue.[Problem Area]}}" but that doesn't work.

Any advice - a solution, pointing me in the right direction of videos/training, etc. - would be greatly appreciated!

Thank you,
Charles

Mark Segall

Hi @Charlie Buege - The best way to handle this would be with Components.  They support the concept of a "Component Lead" that can be automatically assigned the issue.  You have a couple options to incorporate this:

1. Switch the Problem Area field to use Component.  Impacts:
   1. Components are multi-select so things can get a little messy if users select multiple Problem Areas on the form.
   2. You would be stifling use of components to just this one purpose
2. Create components one for each problem area and use automation to map the component and force the issue to assign based upon the component.  Impacts:
   1. It's a little more overhead, but much easier for long term maintenance when someone leaves the team to update the component lead vs going back and mucking with the automation rule

Option 2 is probably the best way to go.  So here's a little more detail on that:

1. Create components for each problem area
2. Set the component Lead to the appropriate individual
3. Create automation to bring it all together...

Automation

• TRIGGER: Field Value Changed (Problem Area)
  This will ensure that if the problem area is changed, the assignee will change as well
• ACTION: Edit Issue (Component)

  • {{issue.Problem Area}}

• ACTION: Re-fetch
  This step will re-read the issue now that the component is set
• ACTION: Edit Issue (Assignee)
  Reset the assignee to "Automatic" to enforce assignment based upon component lead
  
  • Automatic