A Rule to resovle a ticket

Sounds like there is already a rule causing that. Do you have access to the administration section in the left sidebar? If so I would look at the section for when a ticket is resolved.

That shouldn’t remove the agent by itself as far as I can tell. Though it says other rules don’t continue to process so if that’s getting triggered then nothing else would run.

@FMullen 6130352 longwoodcsd Thank you for submitting your question to our Community. 

I looked at the rules set up on your site. Currently, you have two rules running under Tickets and the trigged “resolved,” where the action is to “assign round-robin.” This is what is having the ticket reassigned. When a ticket is resolved, you should not have to have a rule to unassign the ticket. I would suggest deleting the rules under the “resolved” trigger. 

Thanks @bclark for knowing exactly what was going on! 

I was told by IQ Tech to do that. Because this was happening.  It’s still happening. 

As a Tech Aide I go to start a ticket , it goes automatically goes to a technician and keeps going to another and another technician every single time a change is made. 

 As a Teacher (Faculty) they create the ticket it then goes to a tech aide as soon as the tech aide starts the ticket it goes to a technician right away. As soon as the status gets changed to submit it gets redirected to another Technician.  Example ticket 1029

@FMullen 6130352 longwoodcsd I see that you have the rules set up for when updated, but that will have the agent change each time you update the ticket. That is what is going on. 

What is the end goal here with these rules? Are you wanting them to go to a specific person or thing? Let’s work through this together! 

I work for a school district. We want the teacher to submit tickets as well as the Tech Aide, So first the teacher gets it (faculty) That works great. Then it goes to a tech aide (teachers aide) It goes to each building team . That works great. BUT then I need it to go through a round robin to our  Network and HardwareTechnicians.  So whats happening is when the Tech Aide (teachers aide) gets the ticket as soon as they open it it goes to a Network or Hardware Technician, when they change priority level it changes again , then when they submit (same ticket) it goes to a different technician, everysingle change on the ticket triggers a different technician.

What we need is either the teachers aide to finish the ticket or submit it to a technician only once (round robin) 

Also I did have the rules in Resolved and it didnt work . 

@FMullen 6130352 longwoodcsd I think I understand what is going on! Thank you for explaining more.

I am brainstorming here! However, what if you created a custom status for when a teacher’s aide needs to send it into the round-robin? This way, it will only send on to the next person when they need to send the ticket on. 

Rule trigger - when updated

Filter - status: escalate to technician

Action - assign round-robin

This will allow the teacher’s aide to determine when to send the ticket. Test it and let me know if this works for you! 

I don’t see in My Filter Status Waiting on a technician

The  problem with that is I need to differentiate between a Network Tech and a Hardware Tech, thats why I had the categories set

@FMullen 6130352 longwoodcsd You would need to create it under “Ticket Statues” 

The workflow stage would be “In Progress”

Okay found it and made the status , BUT  how do i get the difference in the round robin to go to  the Network team OR the Hardware team without using the categories or Issues.

I’m sorry to be complicated 

@FMullen 6130352 longwoodcsd The key is that the status of the ticket is “Escalation to Technician,” so as long as you have that, you can add your additional categories! It has to match all, so with the status changing, it will go to the correct team you need. 

I hope this helps 😄

Just make sure you have the status you have created and make sure your teacher aides update it to the new status so it will reroute. 

Do I add the categories into the updated status or the resolved status ? 

and when do I add the categories and issue Filters ?

Below is one of the Filters

@FMullen 6130352 longwoodcsd Just add the status “escalate to technician” to the “when updated” trigger. Make sure to just hit “add filter” on the right.

You do not need it for the resolve trigger, I would disable those rules. 

okay so in the updates rule that has the categories and issues , just add Status escalate to technician ? 

So it has to be two rules because of two different type technicians, So does that status update apply for both rules ? 

@FMullen 6130352 longwoodcsd Donte just got to me and said he had scheduled a meeting to go over this with you! 

The status trigger should be added to both rules. 😄

YES!!!!  It worked Thank You!!   Just checking for any other corks.  

WOOHOO!!! Love to hear it. 😄