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C4C: Auto-determine Team when Creating New Ticket

Hi, Is there a way whenever I click the New Ticket button

the team will be automatically populate?



Currently, I have to re-pick again the Agent to auto-populate the Team.

Thanks,

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4 Answers

  • Best Answer
    Jul 19, 2017 at 12:39 PM

    Hi Miguel,

    Create a Workflow Rule with:

    Business Object: Ticket

    Rule Type: Field Update

    Timing: On Create Only

    Actions: Field Update

    In the field update select the Field = Team ID and select value as your team.

    If this answer satisfy your query, then please do not forget to click on “Accept” this answer as correct one.

    Thanks

    Santosh

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  • Jul 18, 2017 at 03:19 PM

    Hi Miguel,

    It can be achieved.

    The Team field in Tickets are determined via the Work Distribution Rule maintained in the Administrator work center.

    Regards,

    Amit Kumar

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  • Jul 18, 2017 at 03:15 PM

    I am not sure, but think it is dependent on Org Management assignment. Could you please check if the Agent is assigned in Org Model?

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    • There's an org assigned to the agent. It work when I re-select again the agent. The team field was automatically populate. But when I just create new ticket, the team field is blank.

  • Jul 10 at 03:14 PM

    It can be achieve by going to Business Config > Ticket for Customer Support > Involved Partied > Processor Team

    Tick on the way you want to determined the team.

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