Hello, I'm trying to figure out a way to run a Ticket Rule for changing a ticket's status from "New" to "Opened" once the ticket is assigned to a tech.

I made a rule that says "Owner Full Name | does not contain | Unassigned" AND "Status | = | New" ... "Status | change value to | Opened". But it doesn't ever pickup the "Unassigned" tag so anything that is marked "New" changes to "Opened", regardless of whether the owner is "Unassigned" or not. Am I going about this the wrong way? Anyone else try doing this?
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You could write a custom help desk rule to do this.

Setup the rule to run on ticket change.

Include this portion in your where statement
WHERE DESCRIPTION LIKE '%Changed ticket Owner from Unassigned to %'
Answered 02/11/2011 by: dchristian
Red Belt

  • Hi dchristian, I'm having this same issue but i can't workout where to put your where statement text? I could include my query if it would help?


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