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Tech who closed ticket gets ticket assigned to them

Tech who closed ticket gets ticket assigned to them

0 Kudos

Would like to be able to have WHD auto assign the ticket to the person who closes the ticket. We have techs that are in other departments that sometimes close the ticket but forget to assign it to them and it would be nice to have it auto assign the ticket to the person who closes the ticket. 

2 Comments
Level 11

Your best bet would be an action, but there isn't an action that can assign to a variable tech(person interacting the ticket) on the ticket.  The action has to be predetermined as to whom it gets assigned to based on the criteria at hand.  You could potentially make an action for each tech and the action rule looks for the criteria of being update by <specific tech> within last 1 business minute(wish it had a last minute and not business option) ticket being closed and tech is blank and make an action to assign that ticket to the specific tech.  Haven't tested it, but the logic seems like it could possible.

Beyond that you are looking at a DB based trigger or possibly something with the API where it can check for a match of ticket against history entry for the closed status change.  I don't know for sure if the API exposes the history_entry table info, so it might be a direct interaction with the DB sort of programmatic solution as well.

Level 10

Thanks for the info. much appreciated.