Script to automatically assign a technician to an unassigned request based on the first response

Script to automatically assign a technician to an unassigned request based on the first response

When a technician responds to an unassigned request, the corresponding ticket will be automatically assigned to the specific technician.

Tested in: Build 14306 (Postgres)

Steps:
  1. Download the attached scripts.
  1. Under Admin > Developer Space > Global Custom Function, create a new custom function. Paste the content of the Global Function script into the function.
  1. Make sure to update the URL and technician key in the script. It's recommended to use a technician key with admin privileges to prevent any permission issues related to roles.


  1. Under Admin > Developer Space > Notification Custom Function, create another custom function. Paste the content of the assign technician script into this function.

  1. Under Admin > Custom Trigger > Notifications, configure a new Custom Trigger with the following settings:


The condition could be modified according to the specific requirements.

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