Auto Assigning Tickets

RT Users
1

I have seen this requested several times on the User Group, but I haven’t seen a solution that actually works.

I have been asked:
a) if it is possible to have the owner of a ticket automatically change if someone opens the ticket

b) If it is possible to automatically assign ownership of the tickets to the First Queue Watcher on receipt of the initial email. Most of the queues only have one person on the list, but where there is more than one, just pick the first one.

Any help would be great.

Thanks

Rik

2

Richard Ellis wrote:

I have seen this requested several times on the User Group, but I haven’t seen a solution that actually works.

I have been asked:
a) if it is possible to have the owner of a ticket automatically change if someone opens the ticket
Yes, it’s possible.

b) If it is possible to automatically assign ownership of the tickets to the First Queue Watcher on receipt of the initial email. Most of the queues only have one person on the list, but where there is more than one, just pick the first one.
Yes, it’s possible.
http://wiki.bestpractical.com/index.cgi?action=search&search=WriteCustomAction

“Set current actor as Ticket owner”