Topic by Trey Rowe
Content
We have been using the same 3 Rules for the past year and a half (roughly). Why all of a sudden is the functionality different as of the May 2013 release? One of our Rules now causes any incident to not be able to be assigned to another queue after it goes to the queue we set it to.
Our Rule is:
If Incident.Source = End-User Pages, WAP, Utlities, and Public API
Then Assign Queue = Staging Queue
So whenever we try to assign an incident to another queue besides the Staging Queue, it will not work because of this Rule.
In the previous versions, after the Incident went to the agent, this rule did not affect changing Queues for the Incident. Why did this functionality change all of a sudden?
