Custom Ticket Rule - Exclusion statement in the update query
For each site I have a rule which will automatically assign new tickets to a specific owner. There are some instances where the submitter and the queue owner are the same person and the ticket needs to go to the Help Desk. When manually assigning to Help Desk the rule automatically reverts back to queue owner. How can I keep the rule from running if the submitter and user name are the same ?
This is my current update query:
update HD_TICKET as T, USER as T5
set T.OWNER_ID = T5.ID
where T5.USER_NAME = 'Ted.Keller' and
(T.ID in (<TICKET_IDS>))