Ticket rule only for when ticket is first submitted
I'm hoping this is essentially just a snippet of extra logic to add to my rule. As an example for this "question", I have a rule that automatically assigns priority to the ticket based on impact entered by the submitter. I want this rule to apply ONLY if the ticket is being submitted at that particular moment in time. I've tried setting my rule to "on ticket save" but I don't want changes done by our technician to be overrided by a rule that is stepping in too often.
Thanks in advance!
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Hope that makes sense. - nshah 8 years ago
Then your techs have to change the status to In progress or something you want that makes the ticket worked on by someone. That would prevent the rule from running as the status is not in an Opened value. - nshah 8 years ago