Let a Flow Set "Assigned To" in Tickets

When people report a problem, ask a question or order something via a SharePoint form, they probably don't know who will take care of their ticket. The responsible person must be set by someone else – or you can let a flow set a default responsible depending on issue category. That is what I show in the latest kalmstrom.com Tips article.

SharePoint lists
The flow uses two SharePoint lists, one for the default assignee settings and one for the tickets. The 'Assigned To' column in the tickets list should have a description that says that its value is set by a flow, and it should not allow multiple choices. At present, a flow cannot handle that.

Both lists have a column called "Ticket Category" with the same choice options. I have created it as a site column to be able to re-use it and have its values automatically indexed by the SharePoint search engine.

Please visit the Tips article about this "Set Assigned" flow if you want to see how I create those two lists.

SharePoint flow
The flow runs when a new item has been created in the reports list. It reads the value of the "Ticket Category" column in the new item and picks the default assignee for that value from the settings list.

The default assignee for a category should of course be the person who most often takes care of that kind of issues or orders, but he/she can also easily assign the ticket to another person. The flow just means that the assigning does not have to be done each time.

If a person needs to be replaced as default assignee, just edit the settings list and set a new default assignee. The flow will not be affected. It will continue to run as before and just show the new person as responsible in the tickets.

This demo is yet another one that I have created for my upcoming book SharePoint Flows from Scratch, and there will be more of them. Keep a lookout!

By Peter Kalmström
CEO and Systems Designer
kalmstrom.com Business Solutions