Good Afternoon All & Happy Friday,
Just looking for Workflow assistance that may have a quick answer.
I want to create a workflow that when a ticket (incident or service request) gets assigned to an agent, that agent automatically gets added as a watcher to that ticket.
The reason we need this, is if after an agent troubleshoots an issue, if they need to escalate the ticket we want that first assigned agent to be updated on any notes/replies or status changes as a watcher would. This would be great so our 1st line team can be kept updated on a tickets “journey” - equally the 2nd line agent added as watched and so on and so on.
Much appreciated if anyone who solves this could include a screenshot of the working workflow - any questions ill respond asap.
Best answer by BrynCYDEFView original