Hey @bclark!
 

Just tested this out and got it to work by using the filter “requestor.” Let me know if this works for you.

My understanding is the requestor is who the ticket is “for”. Not the agent who submit’s the ticket. I was trying to do a rule based on the actual agent who submits the ticket. Scenario is at device collection we have some hardware techs who will be inspecting Macs on the fly and if they find something that needs repair creating the ticket right there. I wanted those routed differently vs our regular ticket routing rules. I found a workaround that I mentioned in another thread about custom fields.

This post I made awhile back mentions a conversation I had with support at the time about “ticket creator”. Which I guess I need to do a feature request to expose. 

@bclark I think I understand your workflow here. I would make a feature request to be able to make this a standard.  I believe you have the link to Idea Exchange, but if not:  https://community.incidentiq.com/ideas

It’s quite literally on my list of things I need to write up  

I am awaiting your submission! @bclark 

@bclark 

“My understanding is the requestor is who the ticket is “for”. Not the agent who submit’s the ticket.”

Wanted to follow up on this comment ^^

Yes, that is correct. But our rules engine filter “requestor” is looking the the person who actually submitted the ticket. It is not looking at the “on behalf of” user of that ticket. Definitely add this to our idea exchange to add the filter “on behalf of” to our rule engine filters. 

The creator, who “submitted it” and who it’s “for”. Since Agents create tickets for teachers who call on behalf of students every day. It’s on my list. 

I tried using the requestor filter to a rule on creation.  It works when the requestor is in the list of users in our group and we don’t set a requested for.  If we set a requested for (outside our group), the rule does not meet the criteria set in the requestor filter.  I can only assume that the requestor filter looks at the requested for field and not who submitted the ticket.  If your statement above is supposed to be true, then I can file a bug?

​@THall 20fc56 tulaliptribes What is the rule you have set up? I am a little confused on what “outside our group” is referring to. 

The rule is that if one of our group submits a ticket with urgency set to on, the rule will set the priority to High and set the due date to today +1.

We want to allow our users to set the urgency flag, but only people in our group can set the due date and priority.  This is just trying to automate that so all we have to do is set the urgency.

here is the rule:

The rules area is just confusing in general.  It is unclear which filters can be used when a ticket is created.  For instance, can I use a Role filter? 

What does it look for in the Role? 

Is it the role of the submitted by or the requested by (or even the assigned agent)?

I thought I could use the requestor to be able tell who submitted the ticket, but that does not seem to be the case.  I don’t like the requestor filter anyway because I have to hard-code the list of people in the group.  I would like to use a user filter and just select a team so that as the team changes over time, the rule would not need to be changed.  I don’t think the team would work since the team hasn’t been assigned on the ticket during creation. 

It is also very difficult to test - if there is documentation on how to interpret filters and how to test rules from various roles, please point me in that direction!