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Contact Certificate Flag on Incident Workspace

Accepted answer
edited Jun 8, 2022 11:31AM in General Technical Discussions 10 comments


Hi all,

We recently got email encryption enabled on our site using a workaround, since there has been a product defect identified within release 17D (this also prevents us from using the signed option). We have set our agents to use the "encrypt where possible" setting and its been working fine. However, we actually have no idea when composing a response if it is going to be encrypted or not.

I have looked into adding a flag using the contacts.cert field. But for some reason, this is not accessible by the business rules, workspace rules and cannot be implemented into a workspace as a field either. It seems like it is only exposed to analytics. So my first question is, am I wrong here? If it can be looked up in any rule set it would be preferable to the solution I come up with below.

Howdy, Stranger!

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