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How do I assign a specific Customer Request Type to a Service Desk Agent by default?

Laxmi Dec 21, 2017

Hello Friends,

How do I assign a specific Customer Request Type to a Service Desk Agent by default? I actually can do through workflow, but all request types are assigned to only one issue types and one workflow, but i have total 24 customer request types in IT project portal.

When someone goes thru the portal and selects hardware or software request procurement tickets it goes unassigned into our IT queue and then our triager sometimes assigns it to a technican inadvertently and causes unneeded delay.
Can we auto-assign hardware tickets to XXX and auto-assign software tickets to YYY?

We are using Service Desk 3.2.7 (Server). Could anyone please suggest on this ?

assign.JPG

 

 

2 comments

Kian Stack Community Leader Dec 21, 2017

If you aren't leveraging components you could use those. You could make components a hidden field with a preset value equal to your request type. This isn't "really" what components are designed for, but you can do auto assign with them.

There isn't a great way to accomplish this through a workflow. The only other option would be using Scriptrunner or Automation for JIRA. This isn't base functionality outside of components. 

Ivan Tovbin Community Leader Jan 13, 2018

What Kian said. OR you can upgrade your JSD to the latest version and use standard Automation engine:

automation.png

Kian Stack Community Leader Jan 13, 2018

It's nice that the functionality exists by default now!

Laxmi Jan 22, 2018

Thank you @Kian Stack and @Ivan Tovbin. Planning to upgrade JIRA and JSD.

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