Force assignee only if blank


2 Comentarios

  • Dave Dyson
    Community Moderator

    I see you have a clause to prevent the trigger from firing if the ticket has the "dont_selfassign" tag -- is this something that agents can apply themselves? Or could you create a macro for agents to use when they're going to assign a ticket to a different group, that adds the macro? (Or does that tag have other unrelated functions in your workflow?)


  • Glen Schneider

    Hi Dave,

    Thank you for the reply.

    I found we have an inactive trigger which adds it from a macro see the screenshot. We also have an automation that runs to remove the don't self-assign tag.

    Seems like overkill just to stop tickets ending up in the middle of nowhere. 

    Any ideas on how to make this better?


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