Possible to set owner on department reassignment?

[Corbets]

Hey everyone -

Is it possible to automatically change the owner of a ticket upon changing the department? If a CS rep takes a ticket, then later decides it needs to go to the Tech team, I'd like to automatically clear the owner field back to "unassigned". I thought maybe I could do it with a combination of SLA and escalation, but that doesn't appear to be the case.

If it's not possible, kindly move this to the feature request forum.

Lance

[craigbrass]

I don't think it is currently possible to say like "if this is done, do this too". It would be handy tho. Feel free to suggest it in the feature requests sub board.

[supportskins]

As Craig suggested this is currently not possible. You will have to do this manually. Anyhow you are moving the ticket manually from one department to the other then why not change the Ticket Owner as the same time? Kayako allows you to move the ticket as well as change the ticket owner at the same time.

[Corbets]

Already posted in the suggestions forum.

It's simple enough to make both changes at the same time, I agree. However, if all 60 staff have to do that each time they route a ticket, it's a lot of unnecessary clicks that add up over time. Further, if someone changes one but not the other, odd things happen - error messages about not having proper permissions, or tickets "disappearing" because they're assigned to an individual who doesn't have view permissions for that department, etc.

So hopefully it'll change in an upcoming release!