I have a service user account that submits tickets from an external process. What I would like to do is have anything that comes in from that account be assigned to a specific category. Has anyone else been able to accomplish this? I was able to re-assign already existing tickets through rules, but I would like them to be assigned to the specific category without having to run anything.
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Ok. So I was able to figure this out. What I ended up doing was creating a rule using the new rule wizard specifying the 'Submitter' of the ticket as my service account for the criteria of choosing the tickets, then specifying the 'Category' I wanted the value of the tickets to be changed to. Here's the piece I was missing: once you have created the rule, under schedule frequency, you can change that to 'on Ticket Save' so any time a new ticket comes in from that user account (and is subsequently saved), it will auto-magically assign it to that category.
Answered 08/24/2015 by: c-hurley
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So I determined the answer to this. When you create a new rule using the wizard, you specify the 'Submitter' of the ticket as the search criteria for tickets to be affected by the rule. Next I specified the 'Category' value to be changed. Here's the piece I was missing: Once you have created the rule, under 'Schedule', you will want to change the frequency to 'on Ticket Save'. This will automatically assign any new tickets that come in from that user to the 'Category' you specified earlier.
Answered 08/24/2015 by: c-hurley
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