How to track tickets or issues an agent has handled in JSM?

[Aman]

Hello Community,

Scenario - An agent picks up tickets that come in to the open tickets queue, and assigns someone else or directs it to a team. Even though the agent is no more working on the ticket, he is still a "ticket owner" and is accountable to see the ticket through.

How can I set up a queue or something similar where every agent can keep track of tickets they own (even though they were never the assignee)?

I tried using updatedBy() with currentuser() to set up a queue but it doesn't seem to work.

Another approach that I can think of is to somehow automatically add the agent to the watcher list and then define a queue based on watcher = currentuser(). Can anyone suggest the automation on how to auto assign the agent to the watcher list?

Thanks in advance.

Aman

[Hana Kučerová · Accepted solution]

Hi @Aman ,

instead of working with watchers it seems to me it would be better to create some user picker custom field "Owner" (or multiple "Owners"), where users can add themselves. And use this custom field in the queue definition too.

[Aman]

Hi @Hana Kučerová 

Thanks for the suggestion. I was thinking of it too, however, I was trying to avoid the manual addition to the custom field by the agent and rather have an automated approach which looks unlikely at the moment.

Thanks,

Aman

[Hana Kučerová]

Hi @Aman ,

it is possible to add some automation rule, but the question is, based on what action the user should be added to this field?

Is it - if issue is assigned, add the user, who did the assign action, to the field?

[Aman]

Hi @Hana Kučerová 

Yes that can a possibility, however the agent in our case would either assign the ticket to an individual or in most cases reroute to a team and leave assignee blank. So from what I understand the action is "updating the issue".

[Hana Kučerová]

@Aman You can try to do something like this:

When: Issue updated

If: Initiator is not a customer

And: Owner si empty

Then: Edit issue fields: Owner: User who triggered the event

[Aman]

Hi @Hana Kučerová 

Thanks for that. I think we'll go ahead with the custom field option.

Regards,

Aman