+3Hey guys,
If I create a rule in IQ for tickets, will it run for all existing tickets as well? I want to add a “stale ticket” rule where the priority will increase based on how long the ticket has been stale. I would like the rule to start as it’s created, not for previously stale tickets.
Best answer by BHenker
They only work on new tickets after you create the rule. I just tried it with our system and none of the priorities changed after I made the ticket.
They only work on new tickets after you create the rule. I just tried it with our system and none of the priorities changed after I made the ticket.
+18It will not run on existing tickets, only tickets moving forward. You can check on the “Rule Simulator” to see how many tickets it will affect moving forward.
Thanks for testing and confirming
+3When you select “admin” and then “rules” in the left navigation pane, it will bring you to the general Rule page showing a preview of your created rules. In the upper right hand corner, under the search bar you should see a “Rule simulator” button.
The Rule Simulator can ONLY be run on Tickets????
Or am I mistaken?
I want to run the Rule Simulator for other Rule types.
+14The Rule Simulator can ONLY be run on Tickets????
Or am I mistaken?
I want to run the Rule Simulator for other Rule types.
This is correct. You can find some already open ideas in the Idea Exchange:
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