Not possible to target the internal agent or internal group ticket field when creating scenario automations. This seems to be missing in more than one place as well but scenario automations are critical to my current task. As per my last opened ticket this functionality implementation seems like it lacked follow through.
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Scenario Automations cannot target Internal Group/Agents. (Shared Ticket Ownership)
Hi Roberto,
It is possible to set the internal agent and internal group using scenario automations as mentioned in this solution article.
Shared ownership works on the principle of mapping the ticket status to the internal group and as long as that mapping is provided, you will be able to set the internal group / internal agent. You can also refer to this section for a more detailed explanation. Hope that helps!
I noticed this feature was added or fixed sometime yesterday. You still cannot set the internal agent using the "Action Performing Agent" feature like you can for setting normal, non-internal agents.
Hi Robert,
Thanks for your feedback and we could understand the scenario here.
We will have a word with the product team and check if this could be added to our roadmap in our near future. Will keep you posted with the updates.
"You still cannot set the internal agent using the "Action Performing Agent" feature like you can for setting normal, non-internal agents."
This is of interest to me also.
Thanks.
Hi Darryl, Roberto
The ability to set the internal agent using the "Event Performing Agent" is now available in the observer automation.
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