How to Assign ticekt back to creator Org unit using routing/workflow rules

[Former Member]

Use case; Backoffice dept creates tickets for getting some information from branch --> based on routing rules ticket gets assigned to branch based on routing rules, now once branch responds to the information (assume there is a field with value "Information provided") and changes the value in this field and clicks on save. ticket should get assigned to creator org unit.

Can any one say how to achive this using workflows/routing rule.

[tamitdassharma]

Hello dipesh.jain

You can achieve the above mentioned business use case by creating a workflow rule, which should be triggered on every save, having a condition group on the field Information Provided and do a field update on the org unit field.

[Former Member]

Can you share the Steps to achive this as i am not able to find the above element(information provided)

[tamitdassharma]

Hello dipesh.jain,

The element (information provided) referred to is mentioned in the question itself. I am assuming this is a custom field that you have created. Please read your question once again before reading the answer.

[Former Member]

information Provided - is not a custom field. I was looking at some page where in Ticket status had mentioned about this field.

lets say i create this field a custom one. how to design the workflow which says it info provided = true then assign it to creator org unit.