Automate the process of updating incident progress and allocation.

SainathB
Tera Contributor

I'm looking to create an automation that changes the status to "In Progress" and updates the assigned-to field to a specific person within a group. Does anyone have any ideas or suggestions for the process?
Thank you!

2 REPLIES 2

Zach Koch
Giga Sage
Giga Sage

Depending on your requirements and the timing of this, you have multiple options available to you. If you need this to happen when the record is saved, you can use a Business Rule. If you need this to happen on a schedule, you can use a Flow.

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SainathB
Tera Contributor

Hi Zach,

Thank you for your reply. I have another concern regarding the automation of tickets.
I want to implement the functionality to check availability between 9:00 AM and 6:00 PM and update accordingly. Can we achieve this with both methods (Business rules and flow)? If yes, which one is preferable?
Thank you.