Set a ticket to Unassigned?

dfletcher

I'm looking at Ticket Automation Rules and under Actions > Set Field Value I can either set Technician to a specific technician or set it for Auto Assignment. We do not use Auto Assignment in our processes. I would like to use an automation to set the Technician as Unassigned. Is there a way to do that?

lauri.kinnunen

I was not able to do this, would be a good thing for some automation scenarios…

cjeffers

Is this in referene to the "Auto-assignment" rule? If so, we have the rule set to inactive so that any ticket that comes in via email is not assigned a technician.

dfletcher

https://community.atera.com/discussion/comment/1712#Comment_1712

We do as well. We use Unassigned as a queue to draw from. In some instances we would like tickets that are already assigned to be automatically unassigned. With the currently available options we can only reassign tickets, not unassign them.

cjeffers

https://community.atera.com/discussion/comment/1713#Comment_1713

Ah okay, I misunderstood the question. I have also been unable to remove an assigned tech via Ticketing Rules. If you make a feature board request let me know and I will upvote it as this would be a useful change.

mbudke

You get my vote as well!

cjeffers

https://community.atera.com/discussion/comment/1717#Comment_1717

https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/47618405-allow-ticket-automation-to-remove-assigned-tech