Ticket Routing Rule works fine when creating a Ticket, but if a manual change is done, Routing Rule stops working.
Reproducing the Issue
Suppose you have configured Tickets Routing Rule for Tickets, you are expecting the same to be working after a manual change is done.
- Go to Service work center;
- Go to Tickets view;
- Create a new Ticket;
- Ticket Routing Rule should work according to your configuration;
- Make a manual change in the Ticket.
Ticket Routing Rule will stop working after a manual change.
This is the current system behavior; in case any manual change is done Routing Rule will no longer work.
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