Automatically assign a work item to the agent who raised it on behalf of a customer in JSM Cloud

Summary

Front desk agents who raise work items or requests on behalf of customers to capture their needs during face-to-face interactions should ensure these work items are assigned to themselves.

Solution

1. Create an automation rule that triggers when a work items are created.

2. Add a conditional that checks:

   1. User condition

      • User = Assignee

      • Check to perform = is

      • Criteria = Empty

   2. User condition

      • User = User who triggered the event

      • Check to perform = is in role

      • Criteria = <Roles that can be assigned work items>

3. If the above conditions are met, add an Assign work item action and select User who triggered the event.