4 Replies Latest reply on Oct 15, 2020 2:29 PM by Mark Saacks

    Track-It! Ticket Business Rules: can you use them to create an Assignment?

    Mark Saacks
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      Is it possible to automatically create an Assignment from a Ticket business rule (in the same way that you can create a Ticket Note)? 


      Or alternatively, is it possible to have a Ticket business rule cause a Template to be applied (that will in turn create an Assignment)?


      It doesn't seem that either is possible?


      The case is that we use a custom field on the ticket to indicate whether it is Incident, Service or Change Request.   All Incidents need to have an Incident Report that is then signed off so we are planning to use an Assignment to record this info.


      We were considering utilising Change Management to manage this but find (in this case) that we can't use the Category or Priority options to automatically create the associated Change Request.