You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Send admin email notification when thread is updated

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



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.

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!