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I tried to do some digging for this but no luck. We are new to IIQ and on our previous helpdesk system we had a rule that would alert a tech if they had a ticket that was assigned to them but then another tech assigned it to themselves. I’m not seeing a way to do this. Anyone else able to do something similar?

@BTalbert 633369c kelsosd Thank you for submitting your question to our community! 😄

We have something similar you can set up with a rule. Make sure it is when the ticket is updated trigger, and then when the assigned agent field is updated, you can send an email: 

I hope this gets you started 😄

@BTalbert 633369c kelsosd Thank you for submitting your question to our community! 😄

We have something similar you can set up with a rule. Make sure it is when the ticket is updated trigger, and then when the assigned agent field is updated, you can send an email: 

I hope this gets you started 😄

Thank you for this. So when the email sends it will send to the previously assigned agent and not the new one, right?

I just tested this and the email goes to the newly assigned agent instead. We were so close. It’s nothing big, we just got used to being notified if someone took one of our tickets.

@BTalbert 633369c kelsosd I was hoping this was going to be our solution. If not, this is an enhancement request that you can submit to our Idea Exchange: https://community.incidentiq.com/ideas

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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