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Transition State and Stop or Continue

Accepted answer
edited Apr 5, 2017 4:10PM in General Functional Discussions 3 comments


I recently joined the sysadmin team at my organization and I am trying to edit the existing rule states to improve our ticket routing, but I want to be sure I'm doing everything properly.

In our states, we have auto-reply (AR) rules that send standard text emails based on specific conditions. However, if a ticket triggers one of the AR rules in our Initial state then it bypasses our routing rules that would occur later in the Initial state and the ticket is put directly into the In Progress state.


Our rules States are currently:

1. Initial - this called a series of functions that set up the ticket's fields, sent auto-responses, and routed the ticket

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