Assigned To - Required Field

BrianC

v1.18

When a agent logs in and creates a ticket they have to select the Assign To from the drop down list. Is it possible to make this a required field or auto assign the ticket to the agent who created the ticket if nothing is selected?

KevinTheJedi

BrianC

What do you mean exactly? Do you get any errors or something? Out of the box Assign To is not required. If you leave it as the default option Select an Agent OR a Team then it will not assign anyone.

Cheers.

BrianC

Our workflow is as follows:
The agent logs in and creates a ticket on behalf of a user. The agent needs to assign the ticket to themselves and follow it through to completion.
Creating the ticket generates an email to the user with ticket no and details etc.
The user replies to the email.
If the agent forgets to assign the ticket to themselves or someone else then the agent does not receive a message email alert.

I'm looking to ensure the Assigned To field is auto filled with the agent who creates the ticket or the agent is forced to select someone in the assigned To field.

Hope this makes sense.

KevinTheJedi

BrianC

You can setup filters to auto assign based on criteria and you can setup auto-assignment via Help Topics. You cannot force auto-assignment as in make that field required without modifying the codebase.

You can also configure the system to where it automatically claims the Ticket for the Responding Agent (via Claim on Response setting). Meaning, if a Ticket isn’t assigned and an Agent replies they will claim the ticket (get assigned).

Cheers.

BrianC

Claim on Response only comes after the ticket is created and I tried using Filters but I there is no Matching Criteria for Agents.

Maybe this is a feature request for a future release.

ntozier

You would have to alter the code to achieve this.

You can submit it as a feature request over at github if you want.