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04/09/2018 436 views
I'm building custom ticket rules that will open a scheduled ticket and some of the tickets are going to be assigned to certain technicians.  Is there a way to do that by running an update query or in the initial query?
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You can also set the owner via variables in the email:
@owner=username

Answered 04/10/2018 by: chucksteel
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you can use and update your current ticket rule.
But you can also use the default settings for that.
Go to Service Desk | Configuration | Queue | <YOUR QUEUE>| Queue Customization and modify the category values. You can add a default owner here.
Answered 04/10/2018 by: Nico_K
Red Belt