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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
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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

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