In a rule that creates subtickets, is it possible to create an additional subticket only if a custom field = a specific value?
For instance, when a student unenrolls from our district, the office manager puts in a ticket for our building tech to make arrangements to collect the student’s iPad. A subticket is created for our state reporting coordinator to unenroll the student in our student information system.
What I want to do is have the same rule create a second subticket if the student is a Special Ed student (SPED Student? custom field = Yes) but I don’t think I can do that unless I build second rule to follow this one.
*Edited to add that I tried to accomplish this in two rules but am unable to create a second subticket in a separate rule that relates back to the parent ticket created by the previous rule. The rules simulator makes it look like this should work, but it does not create a second subticket on the parent ticket or any ticket at all.
Does anyone have any ideas about how to accomplish this in one rule or two?
Best answer by mcarrigan
View original
