PSA Ticket Assignment

[Aaron]

Hello

Is there anyway to force a ticket assignment to the responding agent via a workflow rule or other?

Its pretty easy to forget to assign the ticket to an engineer and/or queue as its not a mandatory field?

Thanks, Aaron.

[Continu IT Solutions]

I would think an update workflow would accomplish this. Trigger on conditions you need (IE new ticket, account, no assignee, etc) and then in update select queue or primary assignee.

[Gary Haberl]

Yes you can. We are even using this feature to assign tickets to our self if we sent in an email to the system.  That way another tech does not pickup the ticket and start working on it.

Gary