Yes this is product design issue. We are aware of this one and are currently working internally to fix it in the next release.
If you enable the OOB BR for example" Create ticket with any subject" and "Notify requester/technician on ticket Update" then both these rules are triggered at the same time when a new email is received by Track-It!
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I believe the best we to do this would be to use the "Last User" field on each ticket which stores who modified the ticket last. You can set a setting in your rule to something like "Last User" NOT EQUAL "SystemAccount" and then the rule will not fire if the last update was caused by some internal automated process, like a rule.
Looks like a good idea, however, I do not see "SystemAccount" as an option in the pulldown when using "Last User". Am I missing something?
You would have to type it in the value column on the right.
Worked like a champ!
I inserted it as the first line in the 'Notify Tech' BR rule and we are now receiving one on creation, and one on assignment.
Thank you, thank you, thank you.