Skip to main content

Assign Ticket to Technician

This action assigns a ticket to a specified technician within your PSA system. It can also update the ticket's status, create a schedule entry in the technician's calendar, and notify the new owner via email. This action is typically used after a "Ticket Dispatch" action has determined the appropriate technician and potentially the schedule.

Why is it useful?

Automating ticket assignment ensures that tickets are promptly routed to the correct technician without manual intervention. Combined with scheduling, it helps in efficiently managing technician workload and ensuring timely resolution. Optional status updates and notifications keep the process transparent.

info

This action is available as both a Triggered and Scheduled action in a workflow.

What It Does​

  • Assigns one or more tickets to a specified technician in your PSA. The technician details are usually provided by a preceding action like "Ticket Dispatch (Suggest Technician)" via the default_fields_to_update input.
  • Optionally updates the status of the assigned ticket(s) to a specified status name, if update_ticket_status is enabled.
  • Optionally creates or updates schedule entries in the assigned technician's PSA calendar. The details for these entries (new entries or modifications to existing ones) are typically provided by a preceding "Ticket Dispatch (Suggest Technician)" action via the default_schedule_entries_to_create and default_schedule_entries_to_update inputs.
  • Optionally sends an email notification to the newly assigned ticket owner, if send_email_to_owner is enabled.
  • Logs messages about its operations to the Event History for monitoring.

How It Works​

  1. Input Processing: The action receives the ticket(s) to be processed (default_data). Key information, such as the technician to assign to (within default_fields_to_update), any new schedule entries to create (default_schedule_entries_to_create), and any existing schedule entries to modify (default_schedule_entries_to_update), is typically passed from a preceding action like "Ticket Dispatch (Suggest Technician)".
  2. Technician Assignment: Neo updates the ticket(s) in your PSA to set the new owner based on the default_fields_to_update input.
  3. Status Update (Optional): If update_ticket_status is enabled, Neo updates the ticket's status to the value specified in target_status_name. This happens after the owner assignment.
  4. Scheduling (Optional): Neo processes the default_schedule_entries_to_create list to create new schedule entries and the default_schedule_entries_to_update list to modify existing ones in the technician's PSA calendar. This relies on the detailed instructions prepared by an upstream action.
  5. Email Notification (Optional): If send_email_to_owner is enabled, Neo sends an email to the new ticket owner, informing them of the assignment. The email includes details about the ticket.
  6. Output Generation: The action outputs messages detailing the success or failure of these operations, which are recorded in the Event History.

Configuration Fields​

When you add the "Assign Ticket to Technician" action to a workflow, you'll configure the following:

default_data​

The list of PSA tickets that require assignment. This is typically output from a preceding "Find Entities" or "Ticket Dispatch (Suggest Technician)" action.

default_fields_to_update​

A list of field update instructions. For assignment, this list should contain the instruction to update the ticket's owner/resource. This is typically the output from a preceding "Ticket Dispatch (Suggest Technician)" action (specifically, its default_fields_to_update output).

default_schedule_entries_to_create​

(Optional) A list of schedule entry objects that Neo should create in the technician's calendar. These objects should be fully defined with start times, end times, technician details, etc. This is typically the output from a preceding "Ticket Dispatch (Suggest Technician)" action (specifically, its default_schedule_entries_to_create output).

default_schedule_entries_to_update​

(Optional) A list of schedule entry update objects. This is used if a preceding action (like "Ticket Dispatch") determined that existing tentative schedule entries need to be moved or modified to accommodate the new assignment. Each object specifies the ID of the entry to update and its new details. This is typically the output from a preceding "Ticket Dispatch (Suggest Technician)" action (specifically, its default_schedule_entries_to_update output).

update_ticket_status​

A true/false setting that specifies if the ticket's status should be updated after assignment. (Default: false). If true, ensure target_status_name is also configured.

send_email_to_owner​

A true/false setting that, if true, an email notification is sent to the newly assigned ticket owner after successful assignment. (Default: false).

target_status_name​

(Only applicable if update_ticket_status is true). The name of the status to set on the ticket after assignment (e.g., "Scheduled", "Assigned"). This should be a valid status name available in your PSA for the ticket's specific board or queue.

Output Fields​

This action makes the following information available to subsequent actions in the workflow:

default_messages_for_dashboard​

Messages summarizing the action's execution, intended for display in the Neo Dashboard Event History. This typically includes information about successful assignments, status changes, and scheduling attempts.

default_messages_for_msp​

Detailed messages about the assignment, status updates, and scheduling attempts. These are for MSP internal use and can be utilized by subsequent actions, for example, to add internal ticket notes.

default_messages_for_end_client​

Messages intended for the end client. This field is typically empty for the "Assign Ticket to Technician" action, as direct notifications to end-users are usually handled by dedicated notification actions.

credits_consumed​

The number of credits consumed by this action. Credits are typically consumed if the action performs scheduling operations.

Use Cases​

Automated Dispatch and Scheduling​

After a "Ticket Dispatch (Suggest Technician)" action suggests a technician and prepares default_fields_to_update (for owner), default_schedule_entries_to_create (for new bookings), and default_schedule_entries_to_update (for modifications to existing tentative entries), use "Assign Ticket to Technician" to:

  1. Formally assign the ticket using the provided default_fields_to_update.
  2. Update the ticket's status (e.g., to "Scheduled") by enabling update_ticket_status and setting target_status_name.
  3. Create and/or update schedule entries in the technician's PSA calendar using the provided default_schedule_entries_to_create and default_schedule_entries_to_update.
  4. Optionally notify the technician via email by enabling send_email_to_owner.

Assignment with Status Update​

Use this action to assign a ticket to a specific technician (details provided in default_fields_to_update from a previous step) and update its status, without necessarily creating or modifying schedule entries.

  1. Assign the ticket using default_fields_to_update.
  2. Set update_ticket_status to true and provide a target_status_name.
  3. Ensure default_schedule_entries_to_create and default_schedule_entries_to_update are empty or not provided if no scheduling actions are needed.

Basic Assignment Only​

Simply assign a ticket to a technician whose details are provided in default_fields_to_update by an earlier action.

  1. Assign the ticket using default_fields_to_update.
  2. Keep update_ticket_status as false.
  3. Ensure default_schedule_entries_to_create and default_schedule_entries_to_update are empty or not provided.

Best Practices​

  • For robust automation, pair this action with a preceding "Ticket Dispatch (Suggest Technician)" action. The "Ticket Dispatch" action is designed to determine the best technician and prepare the necessary default_fields_to_update (for the owner/resource), default_schedule_entries_to_create (for new schedule entries), and default_schedule_entries_to_update (for modifying existing tentative entries).
  • If update_ticket_status is true, ensure the target_status_name provided is a valid and appropriate status in your PSA for the ticket's board or queue.
  • When schedule entries are being managed (default_schedule_entries_to_create or default_schedule_entries_to_update are populated):
    • Rely on a V2-compatible "Ticket Dispatch (Suggest Technician)" action to provide well-defined schedule entry objects for the most predictable behavior.
    • Ensure technician calendars and working hours are accurately maintained in your PSA, as the upstream "Ticket Dispatch" action uses this information.
  • If send_email_to_owner is enabled, verify that technician email addresses are correctly configured and up-to-date in your PSA to ensure notifications are delivered.
  • Regularly review the Event History to monitor the success of ticket assignments, status updates, and particularly any scheduling operations. This helps in identifying and troubleshooting any issues promptly.

This page has been updated with documentation for the Assign Ticket to Technician action.