Manually trigger workflow outside of ticket

[Mike Wilkey]

New to JSM here, coming from Cherwell. We love Cherwell One-Steps (basically macros on steroids) but with Cherwell going EoL end of 2026 we need to find a new ITSM tool. Looking at JSM however nothing like One-Steps.

Of primary concern is a process where a Service Deck technician clicks a toolbar button to trigger a One-Step that looks for all tickets assigned to the Service Desk that do not have a tech assigned to them. It then assigns the oldest ticket (based on creation date) to the technician who is logged into the console (the person who clicked the button) and opens the ticket, ready for them to work on it.

I have not found where one can manually trigger anything outside of a ticket except with time based trigger. I need a manual trigger. While it has been suggested that one can use automation to assign tickets to agents, the automation does not, and cannot know that an agent is ready for a new ticket until the agent tells JSM they are ready. 

I have looked at the Links & Actions Buttons add-on which doesn't have anything close and Links & Actions Buttons PRO doesn't even load.

Any ideas or thoughts much appreciated.

[Walter Buggenhout]

Hi @Mike Wilkey and welcome to the Community!

Queues is JSM are designed to bring the next ticket requiring attention to the top of the list. Build a queue of unassigned tickets and with response time SLA criteria (dynamically) make the most urgent ticket be the top one.

As you mention, JSM cannot possible know when an agent becomes available. So have your agent(s) grow the habit to pick the top item from the unassigned list. Through the workflow, when an agent starts working on the ticket, automatically assign the agent to that ticket.

Hope this helps!