Autotask workflow rules give you the ability to auto-assign tickets. To create a workflow rule that auto-assigns tickets, you want to define your rule in the workflow description of the business process template. Remember to structure as an if/then statement.

Watch this video clip from our webinar as we discuss how to define a business process:

 To transfer this workflow rule to Autotask, in the NEW WORKFLOW RULE window follow these steps:

GENERAL SECTION

  1. Add the Workflow Rule Name > (Example: “BP-001 S-001 Set Ticket Owner”)

EVENTS SECTION

CREATED/EDITED:

  1. Set Created by > Anyone
  2. Set Edited by > Anyone

CONDITIONS SECTION

And the following conditions are met:

  1. Set Status > Not equal to > Complete
  2. and
  3. Set Primary Resource > Is empty
  4. and
  5. Set Queue Name > Equal to > Account Management

TIME-SENSITIVE SECTION

UPDATES:

Then perform the following updates:

  1. Set Primary Resource/Role = [Account Manager with Default Service Desk Role]
  2. Save & Close

Before auto-assigning tickets, you’ll want to check out our posts on Autotask Workflow Rules | Define a Business Process and Autotask Workflow Rules | Best Practices.

To access the full webinar on Using Autotask Workflow Rules to Auto-Assign Tickets, fill out the form below!

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