Office 365 Service Request: Automatically assign Ticket based on Category and Issue Type if it remains unassigned for a duration

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.

Workflow Configuration:

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][]


Leave a Reply