Use Case Ticket Flow:
A) ticket is assigned to a group
members of that group monitor the group
C) technician assigns a ticket to themselves using Assigned To when they start working it.
D) when the technician completes his/her work and needs to move the ticket to another group for further work, the Assigned To filed is cleared and the ticket is assigned to a new group
Other Group members know that ticket is no longer waiting for a technician to address it once the Assigned To field is populated.
There are situations when a ticket will be assigned to another group using Automation Rules and therefore, I have need of that Automation to clear any current Assigned To user and one that monitors for changes to the group assignment field and depending on additional criteria being met also clears the Assigned To field.
However, changing the Assigned To field value to "Not set" cannot currently be done within Automations. It needs to be done manually using the UI or via an API call to set the value to -1.
Workaround: I am currently setting Assigned To field to a Queue name value, but I want to eliminate queues altogether.
Allowing an Automation Rules to select and update the setting of a field to the value "Not set" or enabling Automation Rules to use something akin to Process Integration to generate an API call to accomplish the same would be helpful.
Thank you,
Steven Reed
