Resource Exclusion Rules Not Working with Multiple Assignees
J
Joyce
System Status
The Bug: The exclusion logic is failing on multi-assigned tickets. Even if a "restricted" resource is assigned, the ticket remains visible to others if there are additional assignees or multiple rules involved.
Failed Workarounds: The user has tried manual "OR" logic and User Groups, but neither successfully hides the tickets as intended.
User Requirements
Reliable Exclusion: A foolproof way to hide tickets whenever a specific resource (from their list) is assigned, regardless of who else is on the ticket.
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J
Joyce
Dear Stéfanie Trahan André
Base on your description, would you kindly double check the requests?
The ticket will be displayed or hidden in the NT Rules Test list based on the following the ticket's resource scenarios.
the logic validation matrix refer to the screenshot.
Stéfanie Trahan André
Joyce That's right!
Stéfanie Trahan André
Actually, what I need is to exclude tickets that are assigned to people from a specific list, which already works if only one person from that list is assigned.
However, I need the ticket to appear in NT if the ticket requester or a resource who is not on the exclusion list is also assigned in addition to someone on the exclusion list.
Also, if two people from the exclusion list are assigned and no one else, the ticket still shows up in NT—and we don’t want that.
When one or more resources from other departments are assigned to a support ticket, that ticket must not appear in NT unless a resource from the relevant support board is also assigned to the same ticket.
I hope this clarified the request.