Triggers

Hi Darren! My guess is that the trigger that is assigning specific tickets to this group is doing this upon ticket update rather than ticket creation (a one time event).

If you check the Events tab of that specific ticket, you should be able to identify the exact trigger that is doing the group/user reassignment. If you elaborate a bit more or share a screenshot which shows the specific logic that is being used for that trigger, I'd be more than happy to take a closer look & help provide a recommendation. 

Hi Chandra

I have attached a screenshot of the trigger which is causing the issue.

Hi Darren Muizelaar - what's the action of your trigger?

Apologies i thought you would be able to scroll down the image, anyway its attached now.

@Darren Muizelaar Thanks for passing these along!

Right now, this trigger is going to fire upon every ticket update, which would explain why it'd rerouting the ticket back to the Managers group upon selecting a different Assignee Name.

Try adding a Ticket is Created condition to the 'Meet ALL of the following conditions' section and that should do the trick for you.

Let me know if you're still having trouble once that condition has been added.

Hi Chandra, thanks for the suggestion.

Unfortunately that doesn't look like its worked, i have sent over another screenshot.

Let me know if you have any further questions.

Hi Chandra, I think i have found the issue.

I had another trigger set during testing (we only went live at the beginning of this week) which was interfering and sending the ticket back to Managers. it looks like its working now.

I will monitor it for the next few days and will let you know.