Skip to main content

The documentation isn’t clear - if you use the “when a field is updated” filter and you select Issue, does this apply to Issue Category or Issue Type?

 

The rule I have in place has two criteria:

When field updated = Issue and Issue Categories = Network Outage for Campus

and the actions done are to set the SLA = Sev 1 and priority level = Critical

 

I want to ensure that this will fire whenever the issue is changed from an individual network connectivity issue to a campus outage…..So in other words, I want a global catch-all at the Category level instead of listing every Issue Type.
 

Also, the same principle applies when you want to auto assign an agent when the issue changes…The rule would need to a filter for when the issue field is updated and the Issue Category = a different new issue.  Users don’t always pick the correct issue type so reassignment is going to be necessary.

 

Edited to add: Issue can be selected for when a field is updated but model cannot?  Models are on tickets ….Or does Model = Product on the “when field updated” criteria?

Edited to add: Issue can be selected for when a field is updated but model cannot?  Models are on tickets ….Or does Model = Product on the “when field updated” criteria?

Nope, Product is a separate field from Model as the rule fails when testing….

So then how to assign correct agent/team when a ticket is updated changing from one model (HW or SW) to another if the “When updated” filter isn’t an option?

 

Specifying the model in the filter doesn’t do it.  If only model is specified and something other than model is updated in the ticket (comment, follower, status), the rule fires.  For example, a ticket has a particular agent already assigned, if the status is updated to on hold, the rule will fire and re-assign back to the lead agent for the team for that model.  

How do I filter to capture when the new model is not equal to the old model on a ticket?

@Carina Burns Randolph 

I went and tested out your first example:

“The rule I have in place has two criteria:

When field updated = Issue and Issue Categories = Network Outage for Campus

and the actions done are to set the SLA = Sev 1 and priority level = Critical”


I added an additional filter “Issue category” for the specific issue category when updated. And then add all the necessary actions. Please see my example screenshot below:


 

Regarding your second example for updating the ticket when the model field has been updated to a specific model. Unfortunately, I do not see a way to accomplish this. When testing this and setting the rule with the filter “when field updated” and selecting either the “product” or “asset” option. This rule would fire anytime an asset was updated on a ticket. Not just when it was updated to a specific model. 

I would suggest adding this to our idea exchange: https://community.incidentiq.com/ideas

Thank you for the reply.   Issue update and Issue Category do correctly trigger our rule.

As a follow up, does the Issue update filter also trigger if Issue type is filtered/changed (by itself/stand alone no issue category filter listed)?

As for Model field updates, the work around I’ve been playing with is to make a combination of Model AND Issue update….but when searching for either Issue Categories or Issue Types, it looks like the selection list contains ALL the default issues - not just those that are enabled….which means going thru the create new ticket function to sort out which ones to use…

At some point I will have spare cycles to make several idea suggestions.

@Carina Burns Randolph 
My apologies for the delayed response. Yes - Issue update is triggered if the issue type or category is changed. But you can just add the filter “Issue Type” or “Issue category” and select the specific issue. 

 

For example in my rule below states - Under the trigger “when ticket updated” - When the issue category is changed to “desktop - display” then perform the following actions.
 


 

Reply


Terms & ConditionsCookie settings
Incident IQ logo

Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316