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)'.