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When users can’t find what they’re looking for in the ChatBot, they have an option to ‘go to portal’ or ‘raise a request’.  The latter takes them to an IT Incident form … but we don’t want it to - this just means Tech have to traige all requests that come through even if they’re for Legal, HR, Finance etc. 

 

I’ve tried adding a field for users to select which department the query relates to in the ticket fields, but when I try to create a workflow to auto-direct to a workspace based on their selection ‘move to workspace’ isn’t an action option.

 

Any ideas how to tackle this?  

 

We basically want to be able to automate which Workspace the Teams query ends up based on the nature of the request (HR, Marketing, Legal, etc) so Tech don’t get swamped with volumes of tickets that aren’t tech issues.

@MicNew84 there is a move workspace option for updating tickets you could also take this opportunity to assign it to a specific group or you could just move the ticket via api in your automator and then use the action calls to update the group.

 

 

@MicNew84 sorry it cut off my additional information.

This is the api to use I built this one in my environment and it worked as expected.  There may be a caveat that if the ticket type is different from environment to environment like one environment has incidents and the other one uses cases. 

In that case you would also add “type”: (whatever your new type is)

 

 

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