How to auto-assign issues based on an Organization detail field

[Sean Smith]

Hello everyone,

We have customers on every continent and would like to auto-assign new issues to the team member responsible for the customer's continent.

We had hoped to use the Service Desk Organization Details fields for this. The idea was to add a field with a drop-down for the different continents and then use automation to check the reporters' organization and the location field to assign the issues.

Are we taking the wrong approach to this?

[Dave Mathijs]

Hi @Sean Smith You could create an automation rule for this. Based on the customer's organization, change the value of the continent (in a custom field, type single select). This rule is then the trigger for another automation rule that assigns the issue based on the value change in that "continent" custom field.

[Sean Smith]

Hi @Dave Mathijs 

Is there no way to use the Organization Details fields? Rather then create yet another custom field?