KACE Product Support Question

Ticket workflow triggers

02/20/2015 1287 views
So I want to set up a workflow rule to automatically change the status of a ticket to open WHEN the ticket is "new" and get's assigned an owner. I'm struggling with how to get the rule to work with "status". I set it for when owner full name is not null and status = new, and even closed tickets get returned as a result. I must be formatting something wrong.

Thanks in advance for any insight you can offer.
Answer Summary:
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  • So for testing, I just did status = new and closed tickets didn't show up. Once I added "AND Owner Full Name IS NOT NULL" the closed tickets popped up too..
  • Any idea? Once both the criteria are being used, my status criteria is ignored entirely. I can type in Status = ajetjouahsef and my closed tickets will appear on the list. I basically can't create any rules dependent on status...

All Answers

So I figured this out, but it doesn't make sense as to why it works this way. I made it "Status = New AND Owner Full Name > (blank)". That appeared to do the trick.
Answered 02/23/2015 by: iMonkey
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