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Assign Ticket to Technician

This action assigns tickets to specific technicians in your PSA system. It can also update ticket status, create calendar appointments, and send email notifications to keep everyone informed about new assignments.

Why is it useful?

Automating ticket assignment ensures tickets get to the right people quickly without manual intervention. Combined with scheduling features, it helps manage technician workload efficiently and keeps the assignment process transparent with automatic notifications.

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

What It Does​

Assigns Tickets: Sets the owner or primary resource for tickets to specific technicians

Updates Status: Can automatically change ticket status after assignment (like "Assigned" or "Scheduled")

Creates Appointments: Optionally adds entries to the technician's calendar for scheduled work

Sends Notifications: Can email the newly assigned technician about their new ticket

Handles Multiple Tickets: Can process several ticket assignments at once

Works with Suggestions: Typically uses recommendations from Ticket Dispatch actions about who should handle each ticket

How It Works​

Step 1: Collect Assignment Information​

The action receives information about which tickets to assign and who should handle them. This usually comes from a previous Ticket Dispatch action that analyzed tickets and suggested the best technicians.

Step 2: Update Ticket Ownership​

For each ticket, it updates the owner/primary resource field in your PSA to assign it to the suggested technician.

Step 3: Status Management (Optional)​

If enabled, it changes the ticket status to reflect the assignment (like changing from "New" to "Assigned").

Step 4: Calendar Integration (Optional)​

If scheduling information is provided, it can:

  • Create new calendar appointments for the technician
  • Update existing tentative appointments with confirmed details

Step 5: Notification (Optional)​

If enabled, it sends an email to the newly assigned technician informing them about their new ticket.

Configuration Options​

Assignment Source​

Assignment Suggestions: Takes recommendations from previous actions (usually Ticket Dispatch) about which technician should handle each ticket

Calendar Management​

Create New Appointments: Add new entries to technician calendars for scheduled work Update Existing Appointments: Modify existing tentative calendar entries with confirmed details

Status Updates​

Update Ticket Status: Automatically change ticket status after assignment Target Status: Choose what status to set (like "Assigned", "Scheduled", or "In Progress")

Notifications​

Email New Owner: Send email notification to the newly assigned technician

What You'll Get​

After the action runs, you'll see:

  • Event History: Confirmation of which tickets were assigned to whom
  • Assignment Summary: Details about successful assignments and any issues
  • Calendar Confirmation: Status of any calendar entries that were created or updated

Common Use Cases​

Automated Dispatch and Scheduling​

Setup:

  1. Ticket Dispatch - Analyzes tickets and suggests best technicians
  2. Assign Ticket to Technician - Applies the suggestions and creates calendar appointments
  3. Update status to "Scheduled" Result: Tickets are automatically routed to the right people with calendar time blocked

Simple Assignment Without Scheduling​

Setup:

  1. Ticket Dispatch - Suggests appropriate technician
  2. Assign Ticket to Technician - Assigns ticket and updates status to "Assigned" Result: Tickets are routed efficiently with proper status tracking

Bulk Assignment with Notifications​

Setup:

  1. Manual assignment rules or Ticket Dispatch suggestions
  2. Assign Ticket to Technician - Assigns multiple tickets and notifies all affected technicians Result: Multiple tickets assigned simultaneously with everyone informed

Scheduled Work Assignment​

Setup:

  1. Ticket Dispatch - Suggests technician and optimal timing
  2. Assign Ticket to Technician - Assigns ticket, creates calendar appointment, and sets status to "Scheduled" Result: Tickets are assigned with proper time management and calendar integration

Best Practices​

Combine with Ticket Dispatch: This action works best after a Ticket Dispatch action that analyzes tickets and determines the optimal technician assignments.

Verify Status Names: Make sure the status you choose for "Target Status" exists in your PSA and is appropriate for the ticket's board or queue.

Coordinate Calendar Management: When using scheduling features:

  • Ensure technician calendars are accurately maintained in your PSA
  • Verify working hours are correctly configured
  • Test calendar integration before using in production

Test Email Notifications: If enabling email notifications, verify that technician email addresses are current and that emails are being delivered properly.

Monitor Assignment Success: Check the Event History regularly to ensure assignments are working correctly and to identify any patterns of failures.

Consider Timing: For scheduled workflows, consider when assignments happen - avoid assigning tickets outside business hours unless appropriate.

Example Workflows​

Smart Dispatch with Full Automation​

  1. Ticket Dispatch - Analyzes new tickets and suggests best technicians with timing
  2. Assign Ticket to Technician - Assigns tickets, creates calendar appointments, updates status to "Scheduled", and emails technicians
  3. Result: Complete automation from ticket creation to technician assignment with calendar management

Priority-Based Assignment​

  1. Filter Tickets - Find high-priority unassigned tickets
  2. Ticket Dispatch - Suggest technicians based on expertise and availability
  3. Assign Ticket to Technician - Assign immediately and notify technicians
  4. Result: High-priority tickets get immediate attention from the right people

Scheduled Maintenance Assignment​

  1. Find Entities - Identify maintenance tickets scheduled for specific times
  2. Ticket Dispatch - Match technicians with appropriate skills and availability
  3. Assign Ticket to Technician - Assign with calendar blocking and status updates
  4. Result: Maintenance work is properly scheduled and assigned

Integration Notes​

ConnectWise​

  • Integrates with ConnectWise scheduling and resource management
  • Works with ConnectWise's built-in email notification system
  • Supports ConnectWise board and status configurations

Autotask​

  • Compatible with Autotask's resource and queue management
  • Integrates with Autotask's calendar and scheduling features
  • Works with Autotask's notification preferences

The action handles the technical details of PSA integration automatically, so you can focus on ensuring tickets get to the right people at the right time.