Is there a way to add a follower to a ticket based off a custom field that is required to be filled out on a new ticket? I am trying to create a rule that will add a follower based of one of our custom fields but when I see the follower options I only get these three
I see that on the asset options I have “Set asset owner (by Custom Field)”. I would like to know how do I activate this feature for the follower options.
Best answer by JustinRaynor_iiQ
Hey,
Thank you for the clarification and I see what your workflow goal is now. So you won’t have that type of flexibility for followers in the rule actions unfortunately. You would however, still be able to create rules with the same workflow I provided earlier, except you would have to create a 1:1 ticket creation rule for each Advisor, using the ‘Advisor’ filter, adding the advisor, and then the rule action to add them as a follower.
Alternatively, if you have a way to classify all of the students associated with a particular advisor, you could create the rule with the filter based on the student who submits the ticket and utilize the rule action to add the advisor follower based on the group of students.
Hopefully, this wouldn’t require too many rule creations (depending on how many advisors you have), but you would have the option to copy a rule once created to ease the creation time.
+12Hello
Happy new year and we should be able to build the workflow you’re looking for. You’ll want to utilize the filter options when creating the rule. To do this, you’ll.
Is this the workflow you’re trying to accomplish?
Hi
Not quite. What we would like to accomplish has to do with our “Advisor” custom field. For example, if a student is filling out a ticket for a device we want whatever user they put in the “Advisor” field to be added as a follower on the ticket. In the rules I see that we can create a rule to add a follower but we want that to be base off whoever is added into the custom field. In the image I’ve attached this is an example of what we would like to do but rather than “Set asset owner (by Custom Field)” we would like to know if the option “Add follower (by Custom Field)” exists?
+12Hey,
Thank you for the clarification and I see what your workflow goal is now. So you won’t have that type of flexibility for followers in the rule actions unfortunately. You would however, still be able to create rules with the same workflow I provided earlier, except you would have to create a 1:1 ticket creation rule for each Advisor, using the ‘Advisor’ filter, adding the advisor, and then the rule action to add them as a follower.
Alternatively, if you have a way to classify all of the students associated with a particular advisor, you could create the rule with the filter based on the student who submits the ticket and utilize the rule action to add the advisor follower based on the group of students.
Hopefully, this wouldn’t require too many rule creations (depending on how many advisors you have), but you would have the option to copy a rule once created to ease the creation time.
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