I created a when “updated” rule that will assign a ticket to a specific team and change the status when a resolution action is preformed. The rule works when the action is preformed, but any further updates to the ticket will retrigger the previous action again and cause the ticket to loop. How can I keep this from retriggering the rule?
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Instead of making the “Resolution Action” your filter, try “when field is updated” / “resolution action - pickup requested”. This will limit the rule to only trigger when the update of the resolution action is made.
I hope this helps 😄
This does fix the issue of the ticket triggering the rule on every update. However it still retriggers the rule if any other actions are preformed.
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Can you please provide a screenshot of how you have the whole rule set up? I would like to try and replicate it on our test site. Also, if you have a ticket number where it didn’t perform correctly, we can look further.
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