Autotask Workflow Rules | Auto-Assigning Tickets

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:

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

CONDITIONS SECTION

And the following conditions are met:

4. Set Status > Not equal to > Complete
5. and
6. Set Primary Resource > Is empty
7. and
8. Set Queue Name > Equal to > Account Management

TIME-SENSITIVE SECTION

UPDATES:

Then perform the following updates:

9. Set Primary Resource/Role = [Account Manager with Default Service Desk Role]
10. 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!