KACE Product Support Question
How to exclude category updates from the "Reopen Ticket - Modified" rule
So we have a slight issue at my workplace where some techs like to forget to set a category for their tickets. As you can imagine, this impedes our ability to run accurate reports. Is there an easy way to exclude category changes from the Reopen Ticket - Modified rule? As of now, if I go in and change a category, it reopens the ticket as I'm not an owner of the ticket. I suppose I could force everyone to change the category of their own tickets, but I have a feeling I'll be in the same boat next year. Another option is to temporarily disable the rule, but I would prefer to be able to leave it enabled so in the future we can make adjustments to tickets as admins without reopening them.