Our agents wanted a rule / status change when a requester replies to a ticket. I created a custom status “Waiting on Agent” with the workflow stage “In Progress”.
I created a rule that should trigger when a requester comments, the status changes to ‘Waiting on Agent”.
However it seems that I can’t get the role to filter out when an agent comments (however, if they select “waiting on requester” it will change the status).
I do the help desk, and assign tickets to other agents. So if I commented, it will say “waiting on agent” (which is not what I wanted for the rule).
Here is the original rule I had:
I made a copy changing the status (only close if required steps) and excluding agents instead)
None of these seem to prevent the rule from triggering when an agent comments. Is there a piece I’m missing in my rule condition or is this related to the custom status workflow stage “in progress” somehow?
Any advice is appreciated!
