I am attempting to create a custom action that is a bit over my head. The idea is that there is a custom field Call Center Agent, which holds an email address. If that email address matches one of the email addresses in a certain user group, then the ticket would be automatically assigned to that user on creation. In pseudocode something like this.
If UserGroup contains CF.CallCenterAgent
then assign CF.CallCenterAgent to Ticket Owner
The one other thing that might complicate this is that CallCenterAgent is also assigned during ticket creation, so ideally this action would run at the end or after the rest of the ticket creation code. I’m not sure if that is controllable.
It may also be helpful to know that the usernames are all email addresses so they should be exact matches of the callcenteragent values.
Any help with this would be much appreciated.