Technician created tickets

Plight · 2009-01-11 20:21:53

Is there any way to make tickets created by technicians bypass the rules engine?

The problem we are having is when a technician creates a ticket for activity tracking purposes
(like a phone call), the rules engine reassigns the ticket instead of leaving it at the technician who created it.

The only solution I have found thus far is to change all the category assignment rules to check for initial technican assignment:

if
category is HARDWARE
technican is <blank>

assign to <technian>

Thanks in advance!

JMD · 2009-01-12 00:12:25

The rules engine do for each new ticket what you ask him to do.

I don't understand your problem.

Plight · 2009-01-12 00:56:21

When someone that needs help makes a ticket, it works great.

The problem comes when a technician makes a ticket and closed.

For example: If im walking around and someone has en email issue and I help them I want to make a ticket for it. But I have a rule that says anything made under the category of EMAIL goes to someone else. So when I make a ticket, I make myself the technician, but when its closed, it assigns it to the person based in the rule.

So is there a way to make ules not run when a technician is making tickets to track issues he is working on.

JMD · 2009-01-12 02:15:01

No you have to use the workaround you find in your first post

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#1 2009-01-11 20:21:53

Technician created tickets

#2 2009-01-12 00:12:25

Re: Technician created tickets

#3 2009-01-12 00:56:21

Re: Technician created tickets

#4 2009-01-12 02:15:01

Re: Technician created tickets

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