Is there a way to set up an auto-assign workflow based on the service desk customer's organisation Edited

Danny Harris Community Champion Nov 06, 2017

Here is my Use Case:

 

Any tickets raised by Service Desk customers within an organisation are auto-assigned to another customer within the organisation to verify the issue raised before any SD agent reviews it.

 

Is this possible? 

 

Thanks,

Danny

1 answer

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Susan Hauth Community Champion Nov 06, 2017

Hi Danny,

By Service desk definition only Agents can be assigned to issues in a service desk. 

You could use the approvals functionality for that other customer to approve (review) the issue first.

Hope that helps

Susan

Danny Harris Community Champion Nov 06, 2017

Hi Susan,

 

Thanks for your help, this would indeed solve the majority of my problem. However I am unable to set this up; once I select a status to use as the approval I cannot seem to find how to active the approval functionality. 

 

Approval.png

I have repeatedly reviewed the documentation as to the source of my dilemma.

 

Thanks,

Danny

Susan Hauth Community Champion Nov 06, 2017

Hi Danny,

Is the workflow an inactive one?  Because weirdly you can only get that Approval checkbox when editing active workflows

Susan

Danny Harris Community Champion Nov 06, 2017

Yes, it is inactive. To confirm, I need to activate the workflow before I get the option?

Susan Hauth Community Champion Nov 06, 2017

Yes,

Make the workflow active.  Then edit it and you will see that option come up for setting approvals.

Perfect this has worked. Thanks Susan

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