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

Use triggers to prevent agents from reassigning tickets to other agents. This article describes how to build a trigger that will automatically assign the ticket back to an agent who tries to change the assignee.

The 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. Add the following conditions for your trigger:
   Below Meet ALL of the following conditions, select Add a condition:
   • Object > Ticket > Ticket | Is | Updated
   • Object > Ticket > Assignee | Changed from | (current user)
     
4. Add the Actions:
   • Object > Ticket > Assignee | Is | (current user)
     
5. Click the Create button to save the trigger.
   

Step 2: Test the trigger

You can confirm that the trigger is functioning as expected later by checking the events of a ticket that any agent attempts to reassign.

This trigger prevents any ticket that has an assignee from being assigned to any other user in the account.