Is there a way to have the rules re-evaluate the ticket if the location or issue is changed by the agent?
Example one. User submits ticket but the location is wrong so no agent is assigned or the wrong agent is assigned. Agent changes the location but the rules don’t repapply so the agent has to assign the ticket to the other agent manually.
Example two. Use submitted ticket for new software to be evaluated. Ticket assigned to Software Eval team. What they actually wanted is a website unblocked. Software team changes the issue but the rules don’t run again. Ticket has to be manually assigned.
Possible?