Auto-assign tickets based on type of ticket or ticket priority
Applies to: SharePoint Online
If a ticket is created in tickets list and unassigned for certain duration, we want to assign those tickets to perticular staff based on Category and Issue Type of the ticket, we have Crow Canyon Workflow Manager to achieve this requirement.
The following workflow is an example to automatically assign a ticket which is unassigned for an issue type "Spam" of Category "Email".
(SLA based on Category and Issue Type of Tickets)
Create a workflow like below:
Create an Action like below: Field mapping: [Assigned Staff][Value:firstname.lastname@example.org]