Rule help

Question

I am trying to see if I can create a rule for the following scenario. Someone submits a ticket, and a member of my team chooses to make a comment on that ticket vs clicking “start ticket” and then commenting. Is it possible to create a rule that if a member of my team comments on a ticket, without first clicking “start ticket”, that we could get it to automatically assign to the user making said comment and change the ticket status to “waiting on requestor”? I feel like this should be possible but maybe I am just missing something as I am new to rule creation.

MLund_iiQ · Accepted Answer

​@JStaley 910e32f austinmnThis is a great use for a rule! There are conditions that can be utilized however, assigning the ticket to the commenting agent is not a current option in the rules. I used a tag but you can use those actions listed.There is a similar Idea in the Idea exchange that I think fits with what you are looking to do.Ticket Filters for "Commenter: Submitted By, Submitted For, Assigned Agent, Other User”Please let us know if you have any questions!

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