C4C: Auto-determine Team when Creating New Ticket

[MiguelEsteva]

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,

[raj210668 · Accepted solution]

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

[amit_kumar159]

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

[MiguelEsteva]

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.

[krishnendu_laha]

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?

[MiguelEsteva]

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.