Hi again, everyone.
I’m trying to set a rule that says, basically:
- WHEN a ticket is created,
- IF the ticket does not have a linked asset
- THEN set prevent the ticket from being transferred to another agent or resolved
Essentially, I want to ensure the agent cannot advance the ticket forward without an asset being linked to it.
From what I’ve found poking around in the Rules engine, I don’t see a way to set the logic to identify if a ticket doesn’t have a linked asset. So I could maybe fudge this by saying something to the effective of:
- IF the ticket has a linked asset of [generic asset model here]
That way, if an agent just selects a generic “laptop” model, it won’t allow the ticket to progress until they’ve selected another asset.
Does that make sense? Does anyone have any ideas how that could be done?
Thanks.
Best answer by Kathryn Carter
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