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Send admin email notification when thread is updated

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edited Sep 10, 2018 9:35AM in Agent Desktop 1 comment

Content

Hi,

I have a requirement to send the "Email Incident Information" admin notification if an agent adds any notes to the Messages tab thread to notify the Assignee that they have an update to review.

There are no triggers linked to Thread entry on workspace rules or workflow and in Business Rules the only options are where threads are null, not null or equal/not equal & contain/don't contain specific wording. There is nothing about "Modified this edit" that I can use.

The requirement is made more difficult as the service being delivered don't want this action to be triggered by a status change.

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