How to auto-assign issues based on an Organization detail field

Question

Hello everyone,

We have customers on every continent and would like to auto-assign new issues to the team member responsible for the customer's continent.

We had hoped to use the Service Desk Organization Details fields for this. The idea was to add a field with a drop-down for the different continents and then use automation to check the reporters' organization and the location field to assign the issues.

Are we taking the wrong approach to this?

Sean Smith_hukmhu · Answer

Hi @Dave Mathijs

Is there no way to use the Organization Details fields? Rather then create yet another custom field?

Dave Mathijs · Answer

Hi @Sean Smith You could create an automation rule for this. Based on the customer's organization, change the value of the continent (in a custom field, type single select). This rule is then the trigger for another automation rule that assigns the issue based on the value change in that "continent" custom field.