Wondering if anyone can assist me. I need help creating a rule in kace that re-opens a ticket it if it is closed with an unassigned owner. I would like to run on ticket save.

running kace 7.2.101


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  • Could you just set the owner field to required? That would prevent you from saving the ticket as closed until an owner was set.
    • I tried this, but for some reason, still closes the ticket with unassigned owner.
      • Thats odd. I'm running 7.1.149 with owners required and you cannot eidt a ticket unless the owner field is set to someone. Did it work before?

        Perhaps you have the owner field setup and populated some different way? Ours is generated from users assigned to the owner label for that queue. Under Service Desk>Configuration>Queue Customization we have the OWNER layout ticket field set to Always required and it works fine.

        Hopefully not something we have to combat after the upgrade to 7.2 in the next few weeks.
  • Have you tried using the rules wizard for this?
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