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Assignee Policy

Ticketing > Assignee Policy

  • This page applies to the following products: On Premises, Kaseya Advanced, Kaseya Essentials, IT Center, IT Workbench

The Assignee Policy page automatically assigns a VSA user to a new or existing ticket. Assignment is based on the combination of List type field values entered for a ticket. List type fields and their possible values are defined using Ticketing > Edit Fields. The policy is enforced every time the ticket is saved.

Overriding Assignee Policy

Assignee Policy can be overridden for a specific ticket using the Create/View page, by the toggling the icon next to the Assignee field to display a icon, then assigning a user manually.

Order of Precedence

The order of precedence for policy selection is based on the alphabetical sort order of the policy name, which also determines how the policies are listed in the paging area. For example, a policy named of AAA will always be selected before BBB, so long as all of the fields in AAA match the settings of the ticket. You can force policy selection to use the sort order you prefer by naming the policies accordingly. For example, you can add a numerical prefix to each policy name, such as 01, 02, 03, ... and adjust the sort order in this fashion. To rename existing policies, select the edit icon next to a policy name, then enter a new name and click Apply.

Policy Name

Enter the name for the assignee policy.

Assignee

Select the user who will be assigned tickets that match the selected combination of List type field values.

Create

Click Create to create the assignee policy.

List Fields

Each field of type List—such as Category, Status, or Priority—are shown as selectable drop-down lists. Select values for one or more of the fields. The combination of List type field values associated with an assignee determines which assignee is automatically assigned to a new or existing ticket.