Assigning cases to a single default user

[Kate T]

We have some heavy customization and are still running Enterprise 5.2.0k as a result.

We'd rather assign all new cases to a single user than use round-robin or least-busy. I've tried a few workflows that get close to the functionality that we're looking for but not close enough.

Can a default user be hard-coded into one of the case-creation scripts or configured in the Admin interface somehow?

Thanks in advance,

Kate

[Angel]

You could create a logic hook that always sets the assigned user to the desired name whenever a Case is saved (new or existing, or both)

[Kate T]

That's pretty much the behavior I've been able to achieve using workflows, but we do sometimes need to re-assign cases to different users. We just want them all initially assigned to a single user when they're created. Would a logic hook still work for that? In case you can't tell, I'm not a developer, but I'm trying to do some of the legwork to find the right fix and possibly do some testing on our staging instance.

[Kate T]

Actually, based on my latest round of testing the workflow I have seems to meet all of our needs except for one.

When creating a new case manually, the 'Assigned To' field automatically populates the authenticated user. With the workflow enabled, you can ignore that, flesh out the rest of the case and hit 'Save', the workflow is triggered, and the new case shows up as assigned to the default user that we want.

In order not to confuse and frustrate our employees (particularly trainees) we'd like that field to auto-populate with the desired default user instead, which wouldn't be a workflow fix or a logic hook fix, I don't believe.

Is it possible to edit the behavior of those ajax(?) fields?