Assigning a ticket to the Client Account Manager

Help & Questions
1

Hi, I am new to Email2AT.

I want to create a rule that assigns a ticket to the Account Manager as listed on the client record in CRM. I can only see ticket fields in email2at.

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Has anyone achieved this or similar before?

Thanks!

2

Hi @JHP ,

Thanks for posting!

In order to assign the ticket to the account manager, you will first need to have the ticket or the account loaded somewhere in a previous step in your MSPintegrations workflow. For the sake of this example, I am assuming that custom.account contains the account, or that custom.ticket already contains the ticket. If that’s not the case, let me know.

If you already have the account in custom.account, you can create the ticket and set the following two properties:

AssignedResourceID: {{custom.account.OwnerResourceID.id}}
AssignedResourceRoleID: {{custom.account.OwnerResourceID.DefaultServiceDeskRoleID}}

If you don’t have the account, but you do have the ticket in custom.ticket, you can update the ticket after it’s created and set the following two properties:

AssignedResourceID: {{custom.ticket.AccountID.OwnerResourceID.id}}
AssignedResourceRoleID: {{custom.ticket.AccountID.OwnerResourceID.DefaultServiceDeskRoleID}}

Let me know how that works for you!

3

Would you be able to provide any example screenshots?

4

If you post the URL to the rule you’re working on, I can provide screenshots of the best way to do it that’s specific to your use-case.

5

MSPintegrations

I think I should be trying to configure this in step 2?

6

Great! Since the account isn’t known until after step 2, you need a new step to assign the resource after the ticket is created. There are a few places to change to implement this, so I recorded a video showing how to do it. I’ve blurred your company name, and there is no identifiable information anywhere else in this video, so it should be safe for me to post here publicly.

Let me know what other questions you have about this.

Travis