I work for a school system and we assign tickets per location 98 percent of the time. I need to be able to have the tickets auto asigned to the techs based on location. I have set up a location custom field. The couple of rules that I have tried will not change anything or if it does I can not search for it by owner.


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That is interesting. If you have a custom field that the users select during the ticket creation process the KBOX built in wizard should be able to do that.

Start a new rule

Location contains (name of location)


Owner user name change value to (owner username)


Name the rule and select on ticket save as the frequency. 



Answered 05/15/2013 by: nshah
Red Belt

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That worked. Thanks. But I have created a new issue by doing this. Is there a way that it will only run once in case I need to change the owner later? Example: It auto assigned to the tech for that building but needs to be reassigned to the Lead Tech becasue of some issue.

Answered 05/16/2013 by: steveunc
Senior Yellow Belt

  • As part of the rule you can check to see if the owner is unassigned, then the rule will only apply to tickets that need an owner.
  • You have to out an "clause". You can say ticket category is xys, Owner name does not contain (leave the last field blank), and status is new.

    this way it gets assigned to someone from that location. Then they change the status to working on or something other then new. Now you can change the owner as the rule won't impact the ticket. The requirement for the status to be New is not longer there.
  • I had this exact same problem. If it is only based on work order save it keeps defaulting to the owner for that location even if you try to change it. Thanks for asking this question again. I might try using the auto assign rule again with the added out clause.
  • Essentially adding a "and status.name = 'new'" filter.
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Thanks guys. Everthing is working great.

Answered 05/16/2013 by: steveunc
Senior Yellow Belt

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