|
In the HelpDesk, in the Ticket assignment section, you can add, edit or delete the ticket assignment rules. The ticket assignment rules are used to automate the ticket assignment to a particular HelpDesk Employee or Administrator, thereby facilitating the work and effectively reducing the ticket processing time.
 Adding a ticket assignment rule
To add a ticket assignment rule, log in to the HelpDesk module as the Administrator and:
|
1. In the flyout menu on the left side of the window, click the Ticket assignment.
|
2. Click the Add rule button.
|
3. Click the Select user field, and then select the HelpDesk Employee or the Administrator from the drop-down list.
|
4. Select whether the assignment rule is to apply to All or only the Selected tickets.
|
5. If you have chosen the option for Selected tickets, configure the conditions for this rule.
|
6. If you want the ticket assignment rule to be disabled after creation, click the slider (by default, the rule is enabled after creation).
|
7. Click the Add rule button.
|
8. Once you have properly completed the steps above, the ticket assignment rule will be created and the relevant message will appear in the upper right corner of the screen.
|
Editing a ticket rule
To create a ticket assignment rule, log in to the HelpDesk module as the Administrator and:
|
1. In the flyout menu on the left side of the window, click the Ticket assignment.
|
2. Hover over the user whose rule you want to activate/deactivate and click the Edit button.
|
3. In the ticket assignment rule edition panel, make changes to the rule, and then click the Save changes button.
|
Once you have completed the steps above, the ticket assignment rule will be permanently deleted and the relevant message confirming the successful completion of the action will appear in the upper right corner of the screen. The removed rule will not appear in the ticket assignment rule list.
|
Deleting a ticket rule
To create a ticket assignment rule, log in to the HelpDesk module as the Administrator and:
|
1. In the flyout menu on the left side of the window, click the Ticket assignment.
|
2. Hover over the user whose rule you want to activate/deactivate and click the Delete button.
|
3. In the ticket assignment rule deletion window, click the Delete the rule button.
|
Once you have completed the steps above, the ticket assignment rule will be permanently deleted and the relevant message confirming the successful completion of the action will appear in the upper right corner of the screen. The removed rule will not appear in the ticket assignment rule list.
|
Activating/deactivating a ticket assignment rule
To activate or deactivate a ticket assignment rule, log in to the HelpDesk module as the Administrator and:
|
1. In the flyout menu on the left side of the window, click the Ticket assignment.
|
2. Hover over the user whose rule you want to activate/deactivate and click the slider.
|
Once you have properly completed the steps above, the rule will be activated or deactivated and the relevant message will appear in the upper right corner of the screen. From now on, new tickets will or will not be assigned according to the rule.
|
Related topics
 Categories
User management
Management and configuration
|
