Automatic Reassignment
Automatic Reassignment allows Power Users to override the default assignee for new requests that come in through intake forms. If the default assignee is unavailable or out of office, you can set up a rule to automatically redirect those incoming requests to another team member.
How to Setup Automatic Reassignment
Open Request Settings: On the Work Management Board, click the Settings icon (top right) and open Request Settings & Custom Fields. In the settings, navigate to the Automatic Reassignments section (under Custom Fields Settings).
Create a new reassignment rule: Click the Create Your First Reassignment Rule button (or + Add Reassignment Rule if rules already exist).
Define the rule conditions: In the New Reassignment Rule, select the Original Assignee - this should be the user who is the default assignee on the intake form (the person you want to override). Then select the Reassign To user - this is the team member who should get the requests instead.
Save the rule: Click Save to add the rule. The rule will now appear in the list of Automatic Reassignment rules.
How Automatic Reassignment Work
Once an Automatic Reassignment rule is active, any new request that comes in through the intake form and whose default assignee matches the rule’s Original Assignee will be automatically assigned to the specified override person.
The image below shows a newly submitted request from the intake form. Even though the form’s default assignee was one person, the Assignee field in the expanded ticket has been filled in with the override assignee.
Notifications
The override assignee will receive a notification about the new request that has been automatically assigned to them, just as they would for any directly assigned request.
Managing rules
Automatic Reassignment rules remain active for all future form submissions until deleted. You can create multiple rules for different default assignees, and edit or remove rules at any time via the Request Settings → Automatic Reassignments section. Each rule can be deleted it if it’s no longer needed, or you can edit a rule to change the override assignee as circumstances require.
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