Hello Community,
Automatic Assignment When Logging Events via assystWEB)
When an Assyst user logs an event via assystWEB, the resulting ticket has both the Assigned Service Department and Assigned User fields left blank. The default available action is “Reassign Event.”
We would like to understand whether this behaviour can be configured so that, when an event is logged via assystWEB, the Assigned Service Department and Assigned User are automatically populated with the service department and user account that is currently logged into assystWEB. Reassignment would then be performed only where required as a secondary action.
The expected exception to this behaviour is where an End User logs a ticket via assystNET (self‑service portal). In that scenario, we would expect the existing service catalogue–driven default assignment logic to remain unchanged, allowing Service Desk staff to triage and reassign tickets as part of normal self‑service handling.
Additional context:
This behaviour may be related to the fact that Assyst users with access to assystWEB are able to log events directly via the menu, rather than through the Service Catalogue, which may mean that catalogue-based assignment rules are not being applied.
Could you please confirm:
- Whether this is expected product behaviour, and
- If configurable, what settings or configuration changes are required to enable automatic assignment when logging events via assystWEB?
Many Thanks,
Jessica Lee van Pelt (She/Her)
Service Analyst
IT Service Operations, Architecture & Design
IFSCloud - Assyst Version 11.8.4
