We are in the process of implementing Business Rules in order to improve the Request workflows. One thing that we have noted is that once a rule is applied for a combination of Ticket ID + Technician, than the same rule will not be applied anymore.

We have a set of rules to place a ticket, when Edited, to a specific group, based on Category - on the first run, the Business Rule works flawlessly. The problem happens on the next runs.

For example, let say we have one ticket, with Category A and a Business Rule that will place the ticket to Group A if category = "A". 

- we create a ticket in the portal, edit and save, no group, no Technician, category = "A"

- on save, the ticket is placed to Group A (and a technician is assigned by the Technician Auto Assign rule)

- we want to move the ticket to a different group, so we edit the ticket, change the category to "B" and save

- on save, the ticket is placed to Group B (and a technician is re-assigned by the Technician Auto Assign rule)

- repeat for categories D, D, E and so in, it works great

The problem: if, after the ticket was placed to a specific group, it will not the placed again to that same group. It's like the Business Rules are never applied more than once.

Example:

- during the above test, we edit the ticket and assigned it, AGAIN, to category "A" (from category "C")

- on save, the ticket is NOT placed to the corresponding group "A", but remains in the current state

- there are no errors in the logs

Significant note: if, as a mid-step, the assigned technician is removed from the ticket (set to "Choose"), than the Business Rule is correctly applied. But again, only once.

The above scenario happens with Cascade Execution turned On or Off, it doesn't affect the outcome.

What is the logic behind this behavior? Is this supposed to work like this? Business Rules should be evaluated on every Edit, and act upon the ticket content as required.

Thank you for any help in understanding this feature.