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

How to move Answers to a new rule state without editing

Received Response
edited Jun 8, 2022 11:33AM in General Technical Discussions 6 comments


The system puts existing Answers into the initial state when new Answer rules are deployed for the first time - how do I get them to process and move to the correct rule state without editing each and every answer?

Content (required):

When new advanced answer rules are deployed, all answers are moved into the initial state with a stop processing action by the system by default. There they sit until an agent or and admin edits the answer. The answer rules do not seem to allow using the rule state as a condition for triggering the rules - and putting a rule in the initial state that will select rules based on product, status, assignee, etc., doesn't run against these rules either.

Howdy, Stranger!

Log In

To view full details, sign in.


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