Issues in Issuetrak can be assigned to agents or agent groups using various methods, both manual and automated. Assignments can occur either upon submission or later during the issue's lifecycle. This guide outlines the different assignment methods, their pros and cons, potential conflicts, and best practices.
Assignment Methods
Issues can be assigned to an agent or agent group through the following methods:
- Incoming Email Default Assigned To
- Incoming Email Tokens
- Auto-Assignment Rules
- Workflow Rules
- Issue Templates
- Linked Issues for a Global Issue
- Cloned Issue
- APIv1
- Issue Hub
- Mass Update
- Manual
Assignment on Submission
There are multiple ways to assign an issue upon submission, both manually and automatically, which can sometimes make it challenging to determine which method will take precedence. Each submission method has its own process for determining assignment.
Submission Methods
- Web Interface
- Incoming Email
- Scheduled Issue
- APIv1 (used with some web forms and custom applications)
The flowcharts below illustrate the process that Issuetrak follows to decide which assignment method to use:
Web Interface Submission
Incoming Email Submission
Scheduled Issue Submission
API Submission
Assignment after Submission
Once an issue has been submitted, it can be assigned if it doesn’t have an assignee, or it can be reassigned to a different agent or agent group. The following methods can be used for assigning or reassigning issues after submission:
- Manual
- Workflow Rules
- Incoming Email Tokens
- Linking the Issue to a Global Issue
- APIv1
- Issue Hub
- Mass Updates
Pros and Cons of Assignment Methods:
- Manual: Provides direct control but can be time-consuming for bulk assignments.
- Auto-Assignment Rules: Automates assignment based on criteria but can be overridden by other methods. Only works on submission and can't be used to reassign existing issues.
- Workflow Rules: Automatically changes assignment based on specific criteria but requires configuration. Also has up to a 15-minute delay before the Workflow rule gets applied to an issue, only works for existing issues, and can't be used to assign on submission.
- Incoming Email Tokens: Allows for quick assignments via email but depends on correct token usage.
- Issue Templates: Ensures consistent assignment for similar issues but may conflict with other rules. Only works on submission and can't be used to reassign existing issues.
- Mass Updates: Allows issue assignments to be changed in bulk, but doesn’t send email notifications to alert anyone of the change.
Configurations and Potential Conflicts
To avoid conflicts between assignment methods:
- Check Existing Rules: Review existing Auto Assignment and Workflow rules before implementing a new one.
- Check Issue Templates: Review existing Issue Templates, as assignments made on Issue Templates will override Auto Assignment Rules.
- Check Incoming Email Configuration: Review Incoming Email configuration to ensure that it doesn’t conflict with the new method.
- Priority and Precedence: Understand the precedence of each method.
- Testing: Test new configurations with a test site to identify potential conflicts. If you don’t have a test site, contact our Support Team to request one. Every production site is allowed one complimentary test site.
Conclusion
This guide aims to provide a clear understanding of the various methods available for issue assignment, helping ensure that issues are directed to the appropriate user or group efficiently.
Selecting the appropriate issue assignment method can significantly enhance workflow efficiency in Issuetrak. By understanding the strengths and potential conflicts of each method, you can ensure accurate and consistent issue assignments.
