Creating Ticket Rules
If you want to apply certain rules to a ticket to make it behave in a certain way under certain conditions you can do this by creating ticket rules.
- Go to Settings - Tickets - Rules.
- Enter a name for the rule in the Name field.
- Enable Apply on create? if you want the rule to apply when the ticket is first created.
- Enable Apply on update? if you want the rule to apply when the ticket is being updated.
- In the Conditions panel enter the conditions you want to apply to the rule. Choose from:
- When the reporting user's email: Equals/Contains <value>
- When the reporting user is a member of: Equals/Contains <value>
- When the ticket title contains the text: Equals/Contains <value>
- When the ticket is raised: Equals/Contains <value>
- When the ticket queue is: Equals/Contains <value>
- Click Add to add more conditions if needed.
- In the Actions panel, select the action you want to enforce when the conditions are met. Choose from:
- Click Add to add more actions if needed.
- When finished click on Save.