I have a help desk where calls that come in will either be solved on the phone or sent over to a separate technicans group. I created a checkbox that says "Dispatch technician?" that I'd like to have the help desk check off if they need to dispatch a technician. I created a ticket rule that identifies if the ticket does not have an owner and if the checkbox is checked that will assign to the technician dispatcher but it keeps reassigning the tickets to him no matter what (even if the checkbox is unchecked). I'm using the wizard and I have the following criteria:

Criteria:

Owner User Name is NULL

and Dispatch Technician? = 1

Change:

Owner User Name change value to 123456

The rule seems to work when I create it but then it just keeps assigning them to the dispatcher no matter what.

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Comments

  • Perhaps try editing the SQL to add a check on the last modified date. Then edit your SQL code for your rule to only run if the ticket has been updated within the last 15 minutes. Set your rule to run every 15 minutes. Just a suggestion.
  • Can you post the SQL code for the select statement and the update statement?
  • I imagine you could add a second criteria such as " status = New " then change that to "status = Assigned" so it would not trigger later.
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Answers

0
You could use a custom field as a flag, so create a custom field, single select which can have a value of 0 or 1 with a default value of 0

The rewrite your rule such that it says

If Owner Name is NULL and
Dispatch Technician =1
and Flag field =0

Set the Owner User name to 12345 and
Set Flag field =1

That way the rule will only fire once.

Once you have the custom flag field working, simply turn the field to hidden and the rule will continue to work with the flag field being visible within the ticket
Answered 06/18/2014 by: Hobbsy
Red Belt

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0
You could use a custom field as a flag, so create a custom field, single select which can have a value of 0 or 1 with a default value of 0

The rewrite your rule such that it says

If Owner Name is NULL and
Dispatch Technician =1
and Flag field =0

Set the Owner User name to 12345 and
Set Flag field =1

That way the rule will only fire once.

Once you have the custom flag field working, simply turn the field to hidden and the rule will continue to work with the flag field being visible within the ticket
Answered 06/18/2014 by: Hobbsy
Red Belt

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