Ticket Auto Assignment Question
I am sorry if this has been posted before but I could not find it with search.
I have setup a rule that will assign a ticket owner based on the category picked and a custom building field. Is there a way to make this rule only work on the first save and then be turned off for just that ticket? Some tickets we pass to another tech if the first one cant resolve the issue. The problem I have is that this rule keeps me from being able to pass the ticket to another tech. I hope I made sense.
I have setup a rule that will assign a ticket owner based on the category picked and a custom building field. Is there a way to make this rule only work on the first save and then be turned off for just that ticket? Some tickets we pass to another tech if the first one cant resolve the issue. The problem I have is that this rule keeps me from being able to pass the ticket to another tech. I hope I made sense.
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Posted by:
nshah
13 years ago
It makes sense and because you are going off of one key, category, it will give the ticket to you every time, as you are seeing. You will have to add other key items to look at to give it to you. Or create a status called Transfer and make your rule look for the category and the status to match. If they don't the rule doesn't apply
ex. ticket comes in with "network" category and status is "new" goes to young020. If you try to transfer it, it will go back to young020 since it still meets the rule requirements but if you change the status from "new" to "transfer" or something else, the rule doesn't apply.
ex. ticket comes in with "network" category and status is "new" goes to young020. If you try to transfer it, it will go back to young020 since it still meets the rule requirements but if you change the status from "new" to "transfer" or something else, the rule doesn't apply.
Posted by:
afzal
13 years ago
Yes- nshah is right. an easy way to achieve it to create another custom field 'Transfer', hidden from users, Write a rule to check the value of that field alog with the Category and Custom building field. Put some value in it on the first time rule is running.
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