We have a couple of Issue Categories under “Other Requests” that need to go to Facilities teams. By default, anything under “Other Requests” is a ticket in the Ticketing product.
One of the categories in question is called “Chair & Table Request”
I can set a “when created” rule to change the product to Facilities, but I can’t get a rule under the Facilities product to pick up the change and keep processing rules. All we’re trying to get it to do is assign the ticket to a team in the Facilities product on creation.
Due to the size of our district, not everyone is authorized to enter Facilities tickets, so we’ve set up permissions and role visibility to reflect that…. however anyone can enter a “Chair & Table Request” which is why we have it under “Other Requests”.
I tried setting a “When Field is Updated > Product” rule on the Facilities side, but it doesn’t pick up the change.
It appears the “Continue to next rule” option doesn’t continue on to rules under another product, even though I’ve used a rule to change the product.
Any workaround to have rules trigger when the product changes?