Overview
Automatically assign tickets and place a schedule entry on the technician’s calendar to ensure time is reserved for the work.This is a Triggered workflow designed for tickets that need scheduled attention rather than immediate pickup.
How it works
- Selects a technician using your assignment rules
- Creates a calendar entry with the desired duration and description
- Assigns the ticket and leaves an internal note
Setup
1
Create the workflow
Name it “Assign Technician - Adding Schedule Entry” and set the type to Triggered.
2
Configure filters
Target boards/queues and priorities where scheduling is preferred (e.g., low/medium priority).
3
Add Dispatch Ticket
Choose a technician pool. Enable workload balancing and calendar checks.
4
Add Create Schedule Entry
Set duration (e.g., 60–90 minutes), add a clear subject, and include the ticket number in the entry.
5
Add Ticket Note and Assign Ticket
Explain that the ticket was scheduled and assigned automatically.
Best practices
- Use business hours for default scheduling windows
- Include clear instructions in the calendar entry
- Route urgent tickets to immediate assignment recipes instead