KACE Product Support Question
Custom Ticket rule "Run Once"
12/01/2014 1047 views
Does anyone know if there is a way to modify a custom ticket rule so that it only runs when a ticket is initially (first) saved, instead of every save? We have a ticket rule that moves tickets to the correct category and default owner. But if the owner needs to be changed, the ticket rule kicks off on save and undoes the change. Is there any kind of "Run Once" stipulation that can be added to the rule?
Community Chosen Answer
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Join to the ticket change table:
JOIN HD_TICKET_CHANGE ON HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
Then add this to the where clause:
HD_TICKET_CHANGE.DESCRIPTION LIKE '%Ticket Created%'
This will only match on initial ticket changes.
Answered 12/02/2014 by: chucksteel