Is there any way to automatically assign certain Customer Request Types to a specific Service Desk Agent? There is certainly a use-case in my growing department where:
I would like Service Desk Agent 'John', who is well-versed for the "Customer Request Type" = "Amateur Dramatics Performance" to deliver a 5-minute performance in order to raise morale in the Finance team. I'd like John to be automatically assigned these tickets all the time.
That's much better for us @Matt Doar [ServiceRocket], thank you! I can understand why Issue Types have a lot more support due to their embedded architecture. For Help Desk, the ability to attach a Customer Request Type directly to a Service Desk Agent via hidden components makes much more sense and allows for more precision based on a expertise in the department.
I'd be interested to see how other people do it, though. For example, here are the Issue Types for my department:
Screen Shot 2015-12-10 at 10.32.54.png
It tends to become muddy because a 'Purchase' will be ordered goods from supplier but also an 'On Loan' item within the department. I think maybe it's due to too few issue types being made, though I always assumed that the less the better...?
Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...
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