Auto-assign group based on Short Description

[davlin]

Looking for suggestions. We have some canned emails that have static titles. I'm looking for a good way to auto-assign those Incidents to a particular group. In other words, if an email generated ticket comes in with a short description, "Payroll Issue", rather than the Service Desk getting that ticket, I'd like it to automatically assign to HR IT. We have been somewhat accomplishing that by editing the "Inbound Email Action", but we have several types of tickets I'd like to have assigned and that seems like a clunky way of accomplishing what we need. Thanks!!

[CapaJC]

System Policy --> Assignment Rules should do the trick. An assignment rule can have a condition of Short description = Payroll Issue, and it can then assign the task to a group of your choosing.

[davlin]

Thanks for the reply. I did see that - I guess I need to clarify a bit. The Assignment Rules works, but only after a caterogy has been selected. At that point, the Assignments pop in. I need those emails to come in, assign to a particular Category/Subcategory, and then assign to the HR IT group. (It would be cool to be able to expand on the Assignment Rules in order to apply more fields). Thanks again for the help!

[CapaJC]

Could you modify your existing assigment rules? e.g., assuming you have one that does the following:
Assign to HR IT if category is (something)

change it to
category is (something) OR
...short_description is "Payroll Issue"

I might be misunderstanding your current assignment rule setup, however.

[davlin]

So when a new email request comes in, it automatically is assigned a Category "Request" . I tried all combinations (Category is, is anything, etc), but can't get it past the default assignment of Service Desk. I'm guessing because that's the default in the Inbound Email Action.

Ideally, when a request came in to S-N.com with "Payroll Issue" as the subject, the ticket would change to category="HR", subcategory="Payroll" and the Assignment group="HR IT". Again, I can accomplish this, but I hate adding to the Inbound Email Action. One little mistake, and all inbound emails stop generating tickets.