Our IIQ Agents are assigned to, and support, specific physical Locations. We have defined Rules when a ticket is created and conditions meet selected filter Locations. The Rules action is to assign the ticket to a specific Agent.
Each of the Rules appears to be executed well, however, the Rule is evaluating and matching an asset’s Location rather than the ticket submitter’s Location.
For example, if a user at Location A creates a ticket for an asset that does not have an Owner is associated with Location B, the Rule will assign the ticket to Location B’s Agent.
How might we modify these Rules so these tickets are assigned to the Agent who supports the ticket submitter’s Location?
Best answer by Kathryn CarterView original