Set ticket owner of new ticket to current agent

Technical assistance
1
  • Used Zammad version: 6.0.0
  • Used Zammad installation type: package
  • Operating system: Debian 11
  • Browser + version: Chrome 115

Expected behavior:

  • The owner of a new ticket should be set to the current agent

Actual behavior:

  • owner is empty

Steps to reproduce the behavior:

  • Just press the + button

I tried it with a core workflow to set the owner to #{user.email}, but that’s not working.

2

Hi @R2D2. Could you please explain a little bit more what’s your issue and your use case?

3

Hi @fliebe92 .

If an agent creates a new ticket, in most cases he is also the owner of this ticket. The owner should be preassigned (vorbelegt) with the current agent.

In the macros, the action to assign the current user as owner, isn’t possible in core workflows.

Macro:
image

Core Workflow:
image

4

Did you also check the auto-assignment feature?
Also trigger could work for this use case.

I think with core workflow this is currently not possible, auto select is here for optional fields but has only one existing option in the select list.

2 Likes
5

https://admin-docs.zammad.org/en/latest/settings/ticket.html#auto-assignment

I guess @dominikklein already pointed you in the correct direction :slight_smile:

1 Like
6

Thank you, that’s working.

7

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