Flagging tickets where the requestor has responded

Hello there!

So I see that this is a difficult thing to produce due to the limitations of filtering rules and not having the ability to select role groups within “requestor” or “submitted by” filters. And the inability to select “none” or “all” within user teacher filters. As well as the inability to create is/not or if/then/else logic within filters. So I attempted to create an alternative!

This has not been tested, but I feel confident in it!

Requirements:

Create a tag titled “Response Received”
 

Create a custom view titled “Tickets with Requestor Responses” (Or what you’d like) and use the filters

• “Workflow filters > Status > Excluding: Resolved”
• “Workflow filters > Tag > Response Received”

Then you will need to go to your rules and apply the following conditions

• “User filters > Requestor > Excluding: *manually select your agents*”
• “Workflow filters > When field is updated > Comments, Status”
   

Then you will need to apply the following actions to perform

• Add tag > “Response Received”

Lastly, select “Do not process any more rules” as we want this to be a one off rule, and not trigger more rules.

I have added screenshots for reference, let me know if this works out for your team!

Custom View Filters:

Rule properties for ticket “when updated”: