Hi

I was wondering how to you auto assign requests to a specifc technician. I tried doing this through the Business Rules. Every time a user gets locked out or we do a manual password reset, we log a service request for it. People can email our helpdesk and a new request will be created. I want to do the following:

Business Rule:

Define rule: When a new requests arrives, subject contains "Unlock user" and that will also contain a user's name for example "Benny Unlock User"

Perform these actions, assign to Technician "Marlise de Vries"

Move to Category "Account Lockouts"

 

I saved the rule and logged a test request but still it doesn't perform the actions.

 

I am new to creating business rules, have anyone do this before?

 

Here is the screen shot of the busines rule: