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Action rules

Is there a possibility to create an action rule for a ticket, that once closed, it can generate a new ticket? I may be going about this all wrong so here is what my team and I are trying to do;

I ticket is auto generated by an action rule for tickets submitted by email from x@mycompany.com

A tech works and closes the ticket

At this point we want an additional ticket generated with the information in the ticket now closed, for a different team

reason is, we want ticket metrics to show out techs completing tickets and the other team would like metrics for their closures.

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Accepted answers

oscar89

I did the following:

1)Created a new action rule with the following Rule Triggering:

*Only when updated by a Tech

*Only if criteria did not match before the Ticket was updated

2)In criteria I added the following condition:

*Status | is | Resolved

3)In Actions, I set it to Run the task I created for the new ticket creation.

*You should be able to add another condition that says "Request Type | is | (here goes your main ticket)" so that it only works with a specific ticket, and not with all of them.

This will make it run only once, only when a tech changes it to Resolved, and only when that specific ticket is resolved.

All comments

tertal

I tried creating an action rule that would auto cc an email in these to be sent to a secondary whd email. But the email is rejected to prevent an infinite loop of tickets.