We have implemented a rule that advises all agents of an unallocated ticket. Unfortunately if a new ticket is merged without allocation the rule still runs on both parent and child ticket. is there a way of building rule to not act on the 'child' merged tickets. I have submitted a ticket on this but wondered if any other user has found a work around.
Use of "Merged" in rules
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Userlevel 4
+12
Hello Andy,
I hope you were able to figure out a workaround based on the ticket that you've submitted. Please do let me know if you still have any questions/concerns regarding the same.
Cheers!
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