Assigning Tickets Automatically Based on Publication
You can assign tickets to users automatically by Publication if it’s needed. This means any and all tickets that come from this publication will default to the assigned user.
Navigate to Settings > Products > Publication and Issue Setup. Click on the ellipsis for the publication you would like to assign, and choose Edit.
Once you click the pencil icon the Edit Publication menu pops up. In the left column there is a text field called Assignment & Notification. When you enter in a user in this text field the user will be notified and assigned to any tickets from this publication.
You can also include additional users in the notification column to receive emails when tickets are created, but only on user gets assigned the ticket.
Note
The publication level ticket assignment is the middle tier of assignment priorities. It will override the system configuration assignment settings, but if a user is set as the Ticket Assignment user on a product or on a company level, that will override the publication assignments.
Updated 6/19/2024