Auto Ticket assignment based on custom Lists

formulawf

Hello everybody. I am very curious if auto ticket assignment based on a custom list is possible.
Short story:
i have a custom list made of ₂₀₀ items
there is a mandatory custom field in the ticket creation page that the user needs to fill in and match one of the items in the custom list.
once filled, ticket can be logged in the system.
is it possible to assign new ticket to one agent if we map somehow filled item to that agent?

Thanks in advance!

KevinTheJedi

@formulawf

Ticket Filters are your best friend. You can set Filter Rules such as Custom List => Equals => list_item and set the Filter Actions to Assign Agent => desired_agent.

Example:

Filter Settings

Filter Rules

Filter Actions

Ticket Created and Assigned Appropriately

Cheers.

formulawf

Hi KevinTheJedi and thanks for your quick answer!

Two things to mention here:

I cannot select Custom Form/Custom List from the drop down list as it is not there for me:
This activity would involve the creation of 200 different filters? isn't there a way to match multiple items ?

Thanks again!

Florian

KevinTheJedi

@formulawf

1.) Where is the Custom List added? Ticket Details Form or Custom Form? If Ticket Details Form then it should be further up in the criteria list.
2.) Yes, there is a Matches Regex option instead of Equals.

Cheers.

formulawf

KevinTheJedi issue was solved by selecting the mandatory list filed instead of your example!
Thanks for your walkthrough !

Florian