Ticket Assignment: A Complete Guide

Overview

You can assign tickets in ToolSense either manually or automatically. This article provides an overview of all methods for adding an assignee. Please ensure that a ticket handler is set up for your group to receive tickets. For more information, refer to the article linked below.

Who Can Be Assigned to Tickets?

Tickets in ToolSense can be assigned to the following:

• ToolSense User - Any individual user with access to the system.

• Team - A group of users or e-mail addresses assigned collectively to the ticket.

• Ticket handler - An external or internal service provider responsible for receiving and handling the tickets which is defined in your group’s settings.

How to Assign Tickets

Manual Assignment

You can manually assign tickets by adding an assignee in the Ticket Overview. Assignees can include:

• Users

• Teams

• Groups

Note: If you update a ticket’s status to “In Progress,” the assignee is automatically updated to your logged-in user.

Automatic Assignment

Setting Up a Suggested Service Partner for Asset Types

Follow this step if you want to automatically assign a Ticket to a Service Partner.

1. Navigate to Assets > Asset Types.

2. Select the asset type you want to configure.

3. Locate the Suggested Service Partner field.

4. Choose a user or team to assign as the suggested service partner for this asset type.

5. Follow additional setup instructions below.

Setting Up Assignee Automation for Services

To configure assignee automation for Services in ToolSense:

1. Go to the Service Packages page.

2. Select the service package you want to configure.

3. Choose a specific service within the package for which you’d like to enable assignee automation.

4. Click the Edit icon next to the service.

5. In the edit modal, select the type of assignee automation. Options include:

   • Suggested Service Partner

   • Always Assign to a Team

   • Ticket Handler

   • A Specific User

6. Click Save.

Once saved, all tickets generated by this service will follow the assigned automation rules.

No automatic assignment

• If no assignee is added manually or automatically, the ticket will be created in the Ticket Handlers group by default and will not be assigned to anyone, but will still inform the configured ticket handler.

  

  If additionally no ticket handler is assigned in the group where the ticket was created, or in one of its parent groups, the ticket will be lost. To learn more about the ticket handler, refer to the article below.

If you need support, feel free to contact us via support@toolsense.io or send us a message using the chat feature in the bottom-right corner of your ToolSense browser.