I am trying to route tickets based on their contact reason. Specifically, when customers indicate Claims to our claims team, and all other tickets when customers indicate reasons other than claims. I created two workflows, but for some reason they both seem to be running and creating tickets, basically ignoring my logic. Does anyone have any insights? I copied and modified the workflow, adjusting that specific logic. Is my nesting off or something?
See pics.
Ticketing Logic Not Working, Creating Duplicates - Need Help!
You should create two different conditions in different tickets.
+4
Looks like the way you have the workflow set up in your screenshot, since both sets of conditions are in the same workflow, the logic works downwards and will trigger if any of the condition sets are completely met.
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