Workflow: How to prevent agents from reassigning tickets to other agents

Use triggers to prevent agents from reassigning tickets to other agents. This workflow includes the steps below:

• Step 1: Create the trigger
• Step 2: Test the trigger

Step 1: Create the trigger

1. Open Admin Center and navigate to Objects and Rules > Business Rules > Triggers. Create a new trigger.
2. Enter a title for your trigger and select a ticket category
3. Under Meet ALL of the following conditions, add:
   • Object > Ticket > Ticket | Is | Updated
   • Object > Ticket > Assignee | Changed from | (current user)
4. Add the Actions:
   • Object > Ticket > Assignee | Is | (current user)
5. Click Create trigger
   

Step 2: Test the trigger

Test the trigger in Agent Workspace to confirm that the trigger works when an agent attempts to reassign a ticket. Check the ticket events to see if the trigger fired.