custom rule requirement
JetOur
NextTicket to exclude tickets based on the assigned resource’s team, even when the ticket must remain on a support board for billing/logistics reasons. Specifically:
Rule (to confirm):
If Ticket.Board ∈ SupportBoards (e.g., MSC-1, MTL-1, STH-1, VLF-1)
AND AssignedResource.Team ∈ ExcludedTeams (e.g., Ventes, DTC, INF-1, etc.)
Then RemoveFromNextTicketQueue = true.
In other words: the ticket can stay on the support board, but if it’s assigned to a resource who belongs to an excluded team, it should not appear in NextTicket for the support board users.
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Stéfanie Trahan André
Here's a complement of information, the ticket should appear in NT if a technician from one of the support board is also assigned to the ticket. But if the only assignee is a member from a another board, it should be removed from Queue.