You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Transition State and Stop or Continue

Accepted answer
15
Views
3
Comments
edited Apr 5, 2017 4:10PM in General Functional Discussions 3 comments

Content

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

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!