I'm trying to create an action rule so that when a Tech sends an email to the Client of an "Open" ticket that the Tech is automatically assigned to that ticket. This is because when a Tech does this they are effectively taking responsibility of the ticket and therefore should be assigned to it automatically.
However, this is currently not possible. While I have the ability to specify that the Tech is blank ...
... you can only specify a specific tech to assign the ticket to, not generally the tech sending an email to the client. I don't want to have any other Tech updates unless it is sent to the Client change the ticket tech assignment.
Going a step further, while this would allow the automatic assignment of a tech to an unassigned ticket, this would not allow an open ticket with an already assigned tech to be automatically changed to the new Tech sending the client an email update. This would be desirable as Techs who are responding to clients via email of an already assigned ticket are effectively taking over the ticket for the previous tech.
As a result, in addition to requesting the additional Actions capability, I would also request the addition of a Tech assignment criteria like below:
Tech >> assignment >> assigned
Tech >> assignment >> not assigned
Alternatively, it could be like below using the existing "is" condition when using "Tech":
Tech >> is >> assigned
Tech >> is >> not assigned.