It makes no sense that Dispatch'r executes the first matching rule-set and then stops. I can think of tons of use-cases where I would want multiple DIFFERENT things done to new tickets based on different rules...
for example:
- I might want any new ticket where Department = "Executives" to be set to priority "Urgent"
- I might also want any ticket with the word "email" in it to be assigned to the "Email Support" Agent group
- I might also want any ticket created outside of business hours to trigger an email to the Request (to say, Hey Buddy, nobody's getting back to you until Monday).
- etc.etc.etc....
I could come up with use-cases all day. All very valid, and necessary.
There's no logical or technical reason why the system should NEED to stop at just the first matching rule.
I think we could really use the ability for multiple Dispatch'r rules to be executed.
Perhaps you could add a check-box item for Dispatch'r rules, something like "Continue Searching After Execute" -- that is not checked by default, so out of the gate, the new capability would be transparent to existing users. But if a user went in and checked that box, then the system would continue to search additional rules after execution.
Please do this.
