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?