If ticket is assigned to inactive user, push the ticket back to open

[Nihad]

Hi,

If ticket is assigned to inactive user, push the ticket back to open / new state , remove the assigned to user, add a work note stating assigned to is inactive hence assigned back to the assignment group (Incident and Request)

How to achieve this ?

Regards

[maroon_byte]

For a new ticket, an itil user cannot select an inactive user. For an existing ticket, you will need a business rule or flow on user table to trigger when Active changes to false. When that happens, query all records in task table which are assigned to this user and update fields in that record as needed.

[Community Alums]

Hi @Nihad ,

Why would a inactive user would show up in a group in the first place?

[maroon_byte]

User case: Existing employee left the company but didn't re-assign the tickets to peers.

[Nihad]

Can you help me to achieve this !