I'm trying to create a ticket rule that automatically assigns the ticket to an owner based on the condition of a custom field. The problem is, when the ticket is created, it goes to the default owner. Our company has a two support groups getting tickets. I'm trying to avoid a second queue because we will merge these groups within the next 6 months or so. I can create the rule which works after the ticket is created and I meet the conditions of the rule, but it seems each time I create a brand new one, it keeps going to DefaultTicketOwners.

Thanks in advance
0 Comments   [ - ] Hide Comments


Please log in to comment

Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.
Answer this question or Comment on this question for clarity


I cannot the connect between default owner on a category and your rule. Is it necessary to use a default owner at all on those categories? The default owner is set in the definition of the cateogry (configuration->Queues->customize layout->categories)

Does the rule work? What does your rule look like?
Answered 01/10/2012 by: GillySpy
Seventh Degree Black Belt

Please log in to comment