Hi everyone,
is it possible to create a automation, that is assigning the tickets automatically, as per keyword?
So if someone is reporting:
"My headset is not working" the automation looks up for "Headset" and assign the Ticket to Agent XY?
Or:
"We have issues with the internet / network at the london office" - the automation checks keywords "internet" or "network" and assign this ticket to Agent ABC ?
Is that possible? Can someone may help me creating such an automation?
Many thanks in advance!
Hi @Susann Petzold - This is technically possible, but could get unruly quickly:
Your rule would look something like this:
This would allow you to set the automation rule and manage changes to the default assignee on the Component rather than editing the rule each time you need to change up assignee.
Good luck
Yes, and...to Mark's answer:
One challenge is: what do you want the rule to do when multiple matches are found? Using the if/else structure Mark describes you will need to decide the order of precedence for assignment, such as checking "headset" before "network" before etc. One possible work-around for that would be test/count all matches with a single conditional statement, and when there are more than 1 matches, assign to a deciding person for manual intervention and actual assignment to the agent.
This use case is typical and one good reason for a service management system, like JSM, using a defined list of "services" on a form to direct the flow into teams using Jira.
Kind regards,
Bill
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.