Automation rules will skip the validation

Automation Rules is a powerful feature within Team Support that allows you to create rules for handling tickets. Whenever automation rules are applied then some validations will be skipped.

Scenario: Suppose some ticket fields are required to close the ticket.

There are two ways to close the ticket: 

  1. Manually: Whenever an agent closes the ticket manually, then all required field validation will be triggered.
  2. With Automation rule: Whenever the system closes the ticket based on the defined automation rule, the ticket will get closed, and the field validation will be skipped.

Steps to set Automation Rules:

  1. Login using your admin account.
  2. Go to Settings > Automation Rules > New Rule.
  3. Fill the form and click on the Create Rule button.