auto assign issue created with raise a request feature

[Lindsay Siurna]

Hi, 

I am trying to setup JSD and just discovered that if I use the raise a request feature to create a ticket, it is not automatically assigned to me.  Is this the default behaviour?  Do I need to create an automation to set the assignee?

Thanks,
Lindsay

[Yogesh Mude · Accepted solution]

Hi @Lindsay Siurna 

Can I ask ..Are you using a customer portal for raising requests?

What do you mean ..I use the raise a request feature to create a ticket

[Lindsay Siurna]

yes, we are using the portal.  When you are in the agent view, you can click on raise a request and it automatically takes you to the portal where you can raise a request on behalf of a customer.

[Yogesh Mude]

Okay.

If you have been set up the workflow post function for auto-assign to create transition then only the after creating request it will assign to a specified user otherwise by default it will set as unassigned.

[Lindsay Siurna]

I tried using: Assign the issue to the current user. Please note that the issue will only be assigned to the current user if the current user has the 'Assignable User' permission.

But when I created a ticket for the customer in the portal, it didn's assign it to me. 

[Yogesh Mude]

Yes, to assign the ticket to any user ...that user should have assignable user permission then only it will assign a ticket.

Try to use the update issue field post function where you can choose the assignee system field to provide the user name that you want to assign the ticket. and make sure the user should also part of the Service desk team role.

[Lindsay Siurna]

Thanks.  I still can't get it to work.  I am an assignable user so I'm not sure what the problem is.  I create the ticket on the portal just like you but it still shows as unassigned. 

[Yogesh Mude]

Have you added the Update issue field post function on the respective workflow? if so then check whether the request type is also used the same workflow that you have added the post function.

[Lindsay Siurna]

I got it to work.  Thank you!