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Forum Discussion
Cannot Change Owner or Assignee
We have a custom field called "Office Location" The customer will choose which office location they are at Office A, Office B, or Office C.
We have 3 triggers setup, one for each office. If a customer chooses Office A when creating the incident it will change the owner and assignee to Tech 1. If they choose Office C it will change the owner and assignee to Tech 3.
Let's say Tech 3 needs to hand the ticket over to Tech 1, if we try to change the owner or assignee it will not let us because the trigger is blocking it. The only way is to change the office location after the ticket was made to Office A. This is not ideal.
Can anyone think of a way to modify the trigger to allow changes to the owner or assignee after the incident was made? Without changing the office location.
We have 3 triggers setup, one for each office. If a customer chooses Office A when creating the incident it will change the owner and assignee to Tech 1. If they choose Office C it will change the owner and assignee to Tech 3.
Let's say Tech 3 needs to hand the ticket over to Tech 1, if we try to change the owner or assignee it will not let us because the trigger is blocking it. The only way is to change the office location after the ticket was made to Office A. This is not ideal.
Can anyone think of a way to modify the trigger to allow changes to the owner or assignee after the incident was made? Without changing the office location.
2 Replies
- I added the "Created / Updated" to each trigger and that did it! Thank you so much!
- There is a condition you can add to triggers called "Created / Updated". If you set this to "Created" then the trigger will only be run when the Incident is saved the first time.
If you wanted more control then using Incident statuses would be a way to do it, you could create a Not Resolved status of "Transferred", which the trigger is set to ignore.
