Are service and category shortcuts subject to automation rules? 

Tags automation rules shortcuts
Asked by Michael Rodriguez on Thu 5/16/24 8:14 AM
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Answer (1)

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Mark Sayers Thu 5/16/24 10:24 AM

Hello Michael,

In what way are you meaning as far as "are they subject to automation rules"?

An automation rule cannot change those values on incoming tickets if that is what you mean.

Mark Sayers
Sr Support Consultant, CS

No feedback
Hi Mark,
I have an automation rule that assigns tickets of a particular service to a group. Then I create a shortcut of said service in a different category that routes/assigns to a different group. Do automation rules on the different category affect the service?
- Michael Rodriguez Thu 5/16/24 11:14 AM
I think it would depend on how your rule is set up and how you *want* it to execute. I believe the automation rule, if it is configured to look for tickets with that service on it, would execute just the same regardless whether the service was accessed from it's "real" location or from the category you placed the shortcut in.

Again, I think some of it will depend on how exactly you configured the automation rule here, and without knowing *that* then I don't know how precise I can be on the answer.
- Mark Sayers Thu 5/16/24 11:55 AM