Overview
Continuously monitor selected boards for unassigned tickets and automatically assign them to appropriate technicians.This is a Scheduled workflow that runs at regular intervals and complements your triggered assignment workflows.
How it works
- Runs every N minutes/hours
- Finds unassigned tickets on specific boards
- Uses the same assignment logic as triggered workflows
- Adds a note and completes assignment
Setup
1
Create the workflow
Name it “Assign Technician Oversee Board” and set the type to Scheduled. Choose the interval (e.g., every 1 hour).
2
Configure filters
Filter for target boards and unassigned tickets.
3
Dispatch Ticket
Use your standard assignment criteria (calendar, workload, profile). For oversight, usually do not add schedule entries.
4
Add Ticket Note and Assign Ticket
Document the automatic catch-up assignment and finish assignment.
Variations
Multi-board oversight
Create separate workflows for critical, standard, and project boards with different frequencies.Time-based rules
Use business-hours vs after-hours oversight with different technician pools and priorities.Escalation integration
Add a second workflow to alert management for tickets unassigned beyond a threshold.Best practices
- Start with one critical board and expand gradually
- Avoid conflicting with legitimate unassigned states
- Track assignment metrics and refine schedules