New Suggested 7/22/2024 by Josh Lee

1

votes

Add 'except if' category to automation process

I have two major categories (IT and Facilities).  I have an automation rule for each category that does a round-robin assignment to technicians from that category when the ticket is created. I have another automation rule that assigns tickets based on re-categorization, so if an IT technician moves a ticket to Facilities, it also gets reassigned.

What's happening is when we recategorize within a parent category, it still runs the automation process and reassigns the ticket to the same team -- so if for example I (admin) am working on a ticket and I change it to an appropriate category, that triggers a reassignment.  I want to prevent the reassignment rule if we are changing categories within the same parent. 

Ideally there would be a feature to 'reassign ticket (unless / except if category is X)'. 

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