Automate Assignee based on day

Is there a way to automate a certain ticket type to specific people based on the date?

1 answer

Yes - you would do this through a post-function script. But would you really want to do this as it would mean changing the script anytime anyone is ill or on holiday?

An alternative is to have a dashboard on which all tickets of your certain type are displayed and have people review that page.

Thanks for your response. Is there anything around workflows, conditions, validations that could accomplish this?

I am guessing that your business problem is something similar to - A team of individuals deal with support issues on a rota and need to have issues assigned to them when it is their turn. So the challenge is how to notify/assign based on the rota. One option I have seen working (whilst not pretty) was to have a master issue for who was currently on the rota. Which was assigned to the next person at the end of each shift. Then the post-function would look at this single (fixed) issue and see the current assignee and use this in a post-function to set the correct assignee. Where this breaks down is where the issue was raised just as a shift ended or the person forgot to assign the master issue at the end of the shift. Others have probably got other workarounds for such a scenario and may also wish to share their suggestions.

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