Hello,

I'm trying to use the Direct Assignment automation to move a ticket from one department to a different one based on a keyword found in the tickets subject OR description.

SAMPLE: 

Ticket Create (Checked)

Ticket coming to - Dept A

Criteria - Subject contains keyword OR Description contains keyword

Move Ticket to - Dept B

Assign Ticket To - Unassigned

I saved and tested this by sending emails to Dept A using the keywords, but it keeps sending it straight to Dept A. Am I doing something wrong here?

Any assistance on this would be great.