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ioannos

Member

Registered: 2022-06-20

Posts: 3

Business Rules for Tickets - Active Tickets

Hello,

I've been trying to apply a certain rule to affect already opened tickets but can't get it to work. The rule I want to apply is as follows:

Conditions: Ticket is Validated AND Ticket Category is "X"
Action: Add "Y user" in ticket's Watchers (or observers)

The flow is like this:

- Requester fills a form which auto-generates a ticket that needs validation
- The Validator validates the ticket
- The rule checks both conditions as above and adds a 3rd actor as a Watcher
- The Watcher (or Observer) gets a notification email containing the ticket's information

Thanks

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Business Rules for Tickets - Active Tickets

Rule conditions function more like triggers than conditions. This means that in general, the conditions must match against the changes being made in the update.
For your example, you would need to have the ticket validated and the category changed to be "X" within the same update operation.

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ioannos

Member

Registered: 2022-06-20

Posts: 3

Re: Business Rules for Tickets - Active Tickets

Yeah, that's what I figured. For now, I removed the validation from the auto-generated ticket and enabled it on the form. So the validator validates the form and then the ticket gets generated with my rule based only on the category criterion.

Thanks