Assignment of customer to an issue is disappearing.

Question

I have an automation rule set up so that when I receive an email from a specific address it assigns the issue to a specific customer.  Not all the issues are being tagged, where the customer field is blank.  There is an entry in the events, all of which happened when the email was received and the ticket opened.  There is the following listed:

* Updated the Request participants
* Removed the Customer

I do not have a step to remove the customer.  Any idea what is happening and how I can fix it?

Thanks in advance.

Paul

Paul Neat · Answer

Hi Andrew,

Thanks for your response. Actually, I caused my own issues by creating a custom field called Customer and created automation rules to populate it based on the email the ticket came from.  I have since learned about the Organization field and Groups, which will accomplish what I was trying to do.  So I am all set.

Thanks,

Paul

Andy Heinzer · Answer

Sorry, I don't understand how you have configured this.  In a service desk project, the only users that can be assigned issues have to be users in the Agent role.

Users in Service Desk's customer role only, can not be assigned issues.  It might be possible to change the reporter of an existing issue, or update the request participants to change which users can see and comment on the issue.   More overview on Service Desk user roles in Setting up service desk users.

Is this Cloud or Server?

Could you post back with a screenshot of your automation rule?

With that information, I think then I can try to recreate this or at least better understand what the intended function is here and whether or not this is possible.