How to : Create a workflow to auto assign a ticket when an employee adds a note - Connect IT Community

/* * These styles apply ONLY to the header and footer assets. */ * { padding: 0; margin: 0; box-sizing: border-box; } .super-nav { display: flex; justify-content: flex-end; align-items: center; margin: 0 auto; max-width: 1264px; padding-left: 40px; padding-right: 40px; height: 40px; text-align: right; } .super-nav a { color: #34427c; margin-right: 20px; padding: 10px; text-decoration: none; } .super-nav a:hover, .super-nav a:focus { background-color: #f7f9fa; } .footer { background: #f5f5f6; color: #555a62; font-size: 14px; line-height: 1.5; padding: 0; } .footer-image { background-image: url("/themes/kaseya/assets/images/footerImage.png"); height: 500px; background-repeat: no-repeat; background-size: cover; margin-top: -100px; } .footer-wrap { padding-left: 18px; padding-right: 18px; max-width: 1236px; margin: 0 auto; } .footer-main-content { background-color: #000; padding: 100px 0; } .footer .footer-col-title { color: #ffffff; font-weight: 700; font-size: 13px; padding-bottom: 10px; text-transform: uppercase; } .footer .footer-link { color: #9b9ca0; text-decoration: none; } .footer .footer-link:hover, .footer .footer-link:focus, .footer .footer-link:active { text-decoration: underline; } .footer-main-content .footer-link { padding-top: 10px; } .footer-row { display: flex; flex-wrap: wrap; justify-content: space-between; align-items: center; margin: -3px; } .footer-main-content-row { align-items: flex-start; } .footer-bottom-content { padding: 10px; align-items: center; } .footer-col { padding: 0 3px; display: flex; flex-direction: column; } .footer-col-copyRight { justify-content: flex-start; color: #9b9ca0; flex: 1; display: flex; } .footer-last-col { flex-direction: row; } .footer-last-col .footer-link { padding-right: 10px; text-transform: uppercase; } @media screen and (max-width: 768px) { .super-nav { padding-right: 0; } .footer-image { height: 250px; } .footer-main-content { padding: 40px 0; } .footer .footer-col-title { padding-top: 10px; } .footer-row:not(.footer-main-content-row) { display: block; } .footer-col:not(.footer-main-content-col) { width: 100%; text-align: center; padding: 10px 0; } .footer-main-content-col { width: 50%; } .footer-last-col { flex-direction: column; } .footer-last-col .footer-link { padding-bottom: 10px; } } /*# sourceMappingURL=styles.css.map */ Ask the Community Groups

How to : Create a workflow to auto assign a ticket when an employee adds a note - Connect IT Community | Kaseya

Outline

This guide helps you create a workflow to auto-assign a ticket when an employee replies to a ticket. We will be using Activity details as a trigger to achieve this.

Explanation

When a technician replies to a ticket with a certain keyword from the UI or using your mail client, you can set up automation to have these tickets assigned to the same technician.

Setup

Navigate to Admin > Business Process > Workflow > New
Create a new workflow using this guide and save it.

Triggers

Set up a trigger for this action. Refer to the workflow guide to understand more about action owners.
Activity Added By: Employees

Conditions

In the conditions tab, for Activity Details fill in your keyword like assign to Jane.
The content of the email or the manually added note in the UI will trigger this workflow.

Updates

In the updates section, select a Primary Assignee.
If the employee adds a note to a ticket, or replies to an email and uses Assign to Jane in it this workflow will update the Primary Assignee to the technician you choose in the Updates section.

Notifications

Use Notifications to update the details to your queue or resources.
This is majorly used to notify your internal teams, select the specific emails or queues, or resources.
Refer to this guide to learn more about resources.
You can customize "Assign to Jane" with any keyword you wish to use. The only necessity is that it should be part of the email or note the employee is adding.
Create a notification template under Admin > Business Process > Email Templates and add the needed fields to sent out in this email.

Tip

Both the workflow and email templates can be edited to add or remove and customize per your needs.
All the parameters used in a workflow are detailed in this guide.

Getting started with Workflows

Automation with Workflows : Using Keywords