Workflow help - ticket assigned to agent adds them as watcher

Hi @Danthebugg 

Happily for you the first part already exists in Ticket Automators (aka Workflows) -

Add an Action node and

1. assign the agent (select from a list)
2. assign the same agent as Watcher

Where it might become a harder question is based on the process you are using to assign agents - what is your process?

Can you config conditions in the WF to stream the incoming tix to the appropriate agent?  e.g. Subj line contains “XYZ” therefore agent ABC gets assigned and added as watcher

If it’s totally random possibly based on whomever takes the 1st action on the ticket then gets assigned to the ticket - I’m pretty sure you can still use Automator WF to add watcher by extracting the name of the agent and using that to add Watcher.

As to the 2nd tier agent assignment due to escalation - this could trigger a separate WF that uses the same extraction step to add another watcher but it would be triggered by ticket change like here: 

Agent is updated from Any to Any (or Any to whomever your 2nd tier staff are)  I think you’ll have to add each L2 as their own row - keeping in mind this is matching on ANY

HTH
Bryn at CYDEF