KACE Product Support Question

Kace K1000 Can I undo a workflow trigger to reassign back to previous owner?

04/13/2017 849 views
I set up a rule in the KACE K1000, that reassigned ticket owners based on the Category. Any tickets with the category "web", I wanted to go to a ticket owner called "web" for our web team.

However, this worked retroactively, and all tickets, about 1800 of them all got reassigned to this user. I fear this ruins ticket owner integrity, as it was intended to have tickets Originally go there, and able to be reassigned, for NEW Tickets. 

Is there any way to have a new workflow rule that reassigns ticket owners based on the second to last ticket owner?

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Community Chosen Answer

Yes, you need to change your select statement to only select tickets that either don't have an owner set, or that only applies when tickets are created. It also sounds like your rule is set to run on a schedule instead of on ticket save.
Answered 04/14/2017 by: chucksteel
Red Belt

All Answers

Can you post the rule you created? So we can see what's happend?
Answered 04/18/2017 by: svmay
Red Belt

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