Automatically Assign a Technician Based On User Input


  • I have created an Assigned To incident template with the Assigned to field prepopulated with Technician 1.  I also have an update workflow that looks for any incident where the User Input is changed from: does not contain technician 1 > contains technician 1.  Once this criteria is met it should apply the Assigned To Incident template.  When I look at the preview fields of the incident template that is going to be applied, it shows all of the fields except for the Assigned to field.  I've tested it and the email notification I have associated with it works fine but the incident is never assigned to the technician.  What am I doing wrong? 

    Tuesday, June 26, 2018 6:37 PM

All replies

  • Either the WF isn't firing or the template is messed up.

    In Administration / Workflows / Status, you should see the workflow and when it has fired.

    Assuming that is working, export the MP that contains the template and post the template to this forum so we can figure out what is wrong.  you should see the System.User object (your technician) as a child object of the template.

    Thursday, June 28, 2018 8:43 PM