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Assign button workaround

Hi, we are using JSW 8.0 and JSD 4.0 in Datacenter edition. 

We have a JSD project and to which every agent is supposed to complete the workflow and at step 6 of 8 workflow steps agent will see a transition screen with 'Assignee' and 'Team' fields, here agent should pull up their name and assign to themselves and populate Team custom field and close ticket at workflow step 7 or 8 depending on ticket. Instead of this, all agents are directly using 'Assing' button or assigned to me to work on tickets and this is not making workflow move and reports are not looking good.

We gave user training but still, there are a handful who doesn't do as trained. As a workaround am trying to fix this by hiding assign buttons and only give them assign when the are at workflow step 6. This forces agent to use workflow transition.


I have looked at a few ways but I was not sure how to do, so thought to reach out to our community for help. 

Any idea's?



2 answers

You may find it easier to add automation to the workflow that just Autoassigns the ticket to currentuser() on transition. 

I think you need a condition in the transition, and a specific screen for this transition (and only in this screen) show the assign field for your agents. 

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