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Business Rule for Assignee Change

PostPosted: Mon Sep 19, 2011 9:46 am
by darrencobb
Hi all,

We have a situation in our company where one of our Technicians left and I'm in the process of re-assigning their tickets among the remaining technicians. It would be nice to be able to create a Business Rule that will email the new assignee to notify them that they are now the assignee of an already existing ticket.

I know that I need to compare the Assignee field to see if there has been a change upon modification of the ticket but I'm not sure of the exact logic behind it, here is the logic that I was thinking of...problem is that I can't get it to work:

- on modification of the ticket...if the Assignee does not equal the origianl Assignee...send an email notification to the new assignee that the ticket has been assigned to them.

Can anyone help?

Thanks,

Darren

Re: Business Rule for Assignee Change

PostPosted: Mon Sep 19, 2011 10:35 am
by darrencobb
I figured it out...thanks :)

Re: Business Rule for Assignee Change

PostPosted: Thu Jan 26, 2012 2:38 pm
by awood76
Darren,

Can you please give me some step-by-step guidance on how you did this? If you have time and are so inclined? :)

-Best Regards,
Aaron

Re: Business Rule for Assignee Change

PostPosted: Mon Jan 30, 2012 11:07 am
by darrencobb
Hi Aaron,

Here's the description for what I did:

This can also be used for re-assignment of a ticket:
- When object is modified and if (Assignee.Name does not equal Old.Assignee.Name), then perform: Email Assignee on ticket Re-Assign

Email New Assignee on Ticket first assignment
- When object is created or modified and if (Old.Status equals (Incident) Unassigned) AND ((Assignee does not equal Old.Assignee) OR (Old.Assignee is blank)), then perform: Notify assignee

Hope this helps!

Darren

Re: Business Rule for Assignee Change

PostPosted: Mon Jan 30, 2012 11:23 am
by awood76
That helps a LOT - thanks very much for your time & help! :D