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Autoassign a ticket to the tech that writes the first note when not assigned

Would it be possible to make a ticket autoassign itself to the first Tech that writes a note on the ticket? This would be for a ticket that is set to not assign itself to a tech. We have a few request types that do not autoassign themselves, so that all members of a team get the notification  for certain requests. Sometimes the techs do not assign themselves to the tickets when they should.

  • It can be done as an action rule...but you have to create a rule for each tech. Depending on your situation, that may not be practical. Having a way for the system to do this generically would be better.

    One caveat to the rule below. If you as a tech, reassign a ticket to another queue it will still assign you as the tech even if you are not part of that queue. Depending on your notification settings and how people work, that means the new queue tech may not see it or get notified. It would be good if we could unassigned techs when it moves to a new queue in this instance.

    Action Rule Info:

    Rule Triggering

    Evaluate criteria...

    on all Ticket updates

    only when updated by a Tech

    only when updated by a Client

    When criteria evaluation results in a match, apply action...

    every time

    only if criteria did not match before the Ticket was updated

    Criteria:

    Tickets matching ALL of these conditions:

    DateUpdated byTechClientCreatorAttachmentTech GroupStatusEscalationTicket TypePriorityLocationLocation GroupAssetModelTaskTask RunApproval ProcessRequest TypeSubjectRequestClient NoteTech NotePO NumberPart No.Work TimeCostLatest Update TriggerCustom FieldOrion Service

    isis notis any ofis blank

    Remove Condition

    Add Condition

    ... and ANY of these conditions:

    Updated by | Tech | <tech name> | Within the last | 1 | Business minute

    Actions:

    Assign to | Tech | <tech name>

  • I had thought of that, but I can’t seem to find a way to have it assign to the tech that wrote the note, only to a specific tech.

  • I wonder if this could be accomplished with an action rule.