set a trigger for automation based on Assignee not equal to Unassigned?

I am trying create an Automation such that a new request that starts out with the status equal to OPEN will be automatically transitioned to IN PROGRESS when an Assignee is defined (other than Unassigned)

My intent is to automatically set the status to IN PROGRESS at the instance the request gets assigned to an Agent.

Is this configurable?

image2016-5-25 11:42:47.png

2 answers

1 accepted

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Steven Behnke Community Champion May 25, 2016

In Service Desk Automation, there is not an event or WHEN for "Issue Updated" or "Issue Assigned" yet. This would be a good feature request though. smile

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Joe Pitt Community Champion May 25, 2016

Not out of the box and in the cloud you don't have access to scripting. Why not put the assignee field on the transition from open to in progress and when the transition is made they set the assignee?

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