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Hoping someone can help me out with a rule I tried creating.

I set it up so that when a user adds the resolution action “Created ticket with the depot” it would change the ticket status to “In Repair (Vendor)”.

So the rule is:

Triggers on Updated

When “Resolution Actions = Created ticket with repair depot” Perform ‘Set Status In Repair (Vendor)

This works great...except...any time the ticket is updated, because there is a resolution action for ‘Created ticket with repair depot’ it changes the status which became apparent when nobody could resolve any tickets because the status kept getting changed to In Repair. I only want the rule to trigger at the time that the ‘Created ticket with repair depot’ action is added. I can’t see an option to make this happen.

Any thoughts?

I don’t think there’s a way to avoid that as long as that action is on the ticket.

However, one thing you can do is create a shortcut that basically does the same thing and encourage those agents to use that shortcut instead. The “rules” on a shortcut only fire that one time.

An extra step for the agents but it does do what I’m looking for...thanks for the suggestion.

@KBremner 76000e4 mtbluersd So glad @jclark16 could help you! He is one of the best! 😄

 

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