In Nex Gen project is possible create a rule that will edit the reporter field with a custom field

[Rob]

Im working with a nex gen project and I would like to edit the reporter field once the ticket is created with the information in a custom field (licensee email address). Is it possible to create a rule that will do this? Thank you in advance

[Kian Stack Mumo Systems · Accepted solution]

Rob,

This isn't possible. You cannot use the email address to look up a user and make them the reporter.

Thanks,

Kian

[Rob]

Kian

Thank you ...but I dont want to lookup a user but edit the reporter with the email address in a custom field (called Licencee email). We have sales team members opening tickets for customer that are not HD agents and they want to all updates to go to customer not to the sales guys...hope this makes it bit clearer.

[Kian Stack Mumo Systems]

Rob,

It's possible there is a way you can achieve what you are looking for, but it would depend on your requirements.

There is an automation action you can perform which will create a new SD customer and add them to your project, and then you can consume that SD customer and create a new request for them which will give  them all  the notifications on the ticket. There are two issues with this.

1. You'll be giving those customers access to  your desk so in the future they could raise tickets.
2. You'll have duplicate tickets. 1 raised by the sales agent, and 1 that the customer is given access to.

Does that sound like something that would work for the process you have?

Thanks,

Kian

[Rob]

Kian..Hmm that seems like alot of duplication. Is it possible to make a rule that will make Licensee a "watcher" on the ticket without creating another ticket?