Hi Community,How does one go about creating a rule for new requests that filters on the following criteria:Asset Owner of selected device has a “Student” role Requestor is a student or opened on behalf of any studentThe goal is to assign a ticket with a lower priority (like 50) if the device belongs to a student.I see a lot of options to filter by User names but can’t seem to filter by the properties of the User.

Change request priority from asset owner role using filters

Hi Community,

How does one go about creating a rule for new requests that filters on the following criteria:

Asset Owner of selected device has a “Student” role
Requestor is a student or opened on behalf of any student

The goal is to assign a ticket with a lower priority (like 50) if the device belongs to a student.

I see a lot of options to filter by User names but can’t seem to filter by the properties of the User.

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Hello @RRiegsecker 753e396 nwlsd,

Currently, there aren't any rule filters that pivot directly off of the role of an asset owner. One possible workaround is to create a custom ticketing field to capture the asset owner's role during ticket submission. You can then reference this custom field in your rules to set the ticket priority accordingly.

Custom Field Example:

Rule Example:

Thanks!

Best,

Ashley

Thank you for that reply. It’s a workaround, and it puts the responsibility on the requestor. Doing this in a rule would assure it’s always in effect. Could this be in a feature request for richer filtering rules? Thanks!

Hi @RRiegsecker 753e396 nwlsd - Absolutely! Please feel free to enter an enhancement for more robust rule filters here - https://community.incidentiq.com/topic/new?type=idea

Thanks!

Best,

Ashley

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