When a new ticket gets created, I have a task that runs to AutoCC pertinent people within the company regardless of who the ticket comes from - this works perfect. However, if the original ticket is created by a monitoring system and we simply change the requestor, that rule won’t fire (by design).
The best way to address this issue would be with a Workflow to fire when the Requestor is Updated. I was surprised not to see that option in the workflow automator though. There is an option for when the Agent is Updated, but that won’t help me here.
Can we get an option for when the Requestor is updated?
I did look at the JSON of the ticket structure as well. When a ticket is updated, there is nothing notating the original requestor of a ticket - so I can’t even say “If this requestor is different than the original requestor”, then fire this rule. I’m just out of luck and need an idea or some help with this one.
