How to execute different permutations of Business Rules

How to execute different permutations of Business Rules

I have the following rules currently configured: (ignore the case as this is just an example)

  1. If subject contains "DevOps" assign to Devops Group
  2. If subject contains "Critical Priority"; set priority to Critical + send email and sms to technicians A,B, and C
  3. If subject contains "High Priority"; set priority to High + send email to technicians A,B, and C
As it works right now our IT department can see all the tickets and the DevOps department can only see a subset that are within their group. So I've placed the DevOps rule at the top so if a ticket comes in it gets assigned to them first and then cascades down to the crit and high priority rules. I would like to be able to send the notifications differently based on if the DevOps group has been set. So assume the following 2 examples:

EX1: Incident is opened by email with "Critical Priority" in the subject. Critical priority is set and technicians A,B, and C receive email and SMS messages

EX2: Incident is opened by email with "DevOps Critical Priority" in the subject: DevOps Group is set, Critical priority is set, Technicians D,E,F receive email and SMS messages.

The examples above show the desired state. The example below is what currently happens:

EX3: Incident is opened by email with "DevOps Critical Priority" in the subject: Devops Group is set, Critical priroty is set, Technicians A,B, and C receive email and SMS messages


Do I need to setup separate rules for the DevOps scenario?

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