Automatically assign a ticket

[Mark (ESC)]

Need to automate the process of assigning a ticket to an agent.

So for example, ticket is created from an email, and is only assigned to the Service Desk, not an agent.

If the ticket were to get to two hours old and no one has picked it up, I want it to be automatically assigned to the agent that created the ticket.

 

Only want this to occur for one Team, guessing this is done in the BPM, and pointers please.

Thanks

[Steve Giller]

@Mark (ESC) You've described the process pretty clearly, it's simply a case of converting those steps into BPM nodes.

5 hours ago, Mark (ESC) said:

So for example, ticket is created from an email, and is only assigned to the Service Desk, not an agent.

The Assign to Team node will do this.

5 hours ago, Mark (ESC) said:

If the ticket were to get to two hours old and no one has picked it up, I want it to be automatically assigned to the agent that created the ticket.

Suspend -> Wait for Request Owner will do this. You can set an Expire Period for two hours.
Have a Decision node to check whether the above expired, if so Get Request Details and use the Created By output Parameter in an Assign To Owner node.