Business Rule Problem
I have a business rule which does the following:
1)If new request is from requester name = to one of (10) particular requesters
2)Place in Group "Help Desk"
3)Assign to Technician "Joe"
I would like to be able to modify this rule to eliminate #3 and just Place in the group and leave technician as "unassigned" so that whole group gets notified if it goes unpicked.
I am finding that if I remove action #3 from the rule, the requests from those requesters STILL get assigned to "Joe" even though that is now gone from the business rule. I also tried re-creating the rule which did not correct the issue. I then tried creating a new rule which used different requesters and left off #3. IT WORKED! It put the request into the group and left the technician as unassigned! What gives? I am running 7022 on MSSQL.
1)If new request is from requester name = to one of (10) particular requesters
2)Place in Group "Help Desk"
3)Assign to Technician "Joe"
I would like to be able to modify this rule to eliminate #3 and just Place in the group and leave technician as "unassigned" so that whole group gets notified if it goes unpicked.
I am finding that if I remove action #3 from the rule, the requests from those requesters STILL get assigned to "Joe" even though that is now gone from the business rule. I also tried re-creating the rule which did not correct the issue. I then tried creating a new rule which used different requesters and left off #3. IT WORKED! It put the request into the group and left the technician as unassigned! What gives? I am running 7022 on MSSQL.