Assign a ticket to a technician upon opening and each technician only see your own ticket

Question

Hi Folks,

Is it possible that so that certain emails to open tickets can be assigned to a specific technician?

For example, in practice we have 4 Licenses and these licenses are assigned to different technician profiles in which each one of them should only see the tickets that are addressed to him.

Thank you

SPSDude · Answer

This can be done in the Automation Rules on the Professional license plan. Take a look at the documentation link and let me know if this is helpful.

documentation.solarwinds.com/.../automations.htm

Michael.Preston · Answer

Having individuals only able to see their own tickets is easy enough via tweaking the Roles and Permissions -- Allow them to view any ticket they're assigned to (or CCed on or whatever else suits your fancy). I don't know if there's a way to auto-assign a ticket when opened but you could do something fairly similar: build a Queue, set it to Round Robin assignment, then tickets will be directly assigned to your technicians (keeping them from picking and choosing). Not quite the same effect but maybe that'll get you close.