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Detect a change in primary contact using business rules

Accepted answer
edited Oct 5, 2018 6:24AM in Agent Desktop 6 comments


Need to trigger email to the new contact when the primary contact on an incident changes


We have a requirement where, if the primary contact on the incident changes, then an email should be sent out to the new contact informing about the incident assignment.

I tried to use business rules for this, but the if condition in the rules does not give access to the contact id field on the incident. 

How to detect a change in the primary contact of the incident in business rules?

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