Rules
Discussion List
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how to trigger contact's business ruleSummary: Hi guys, I want to trigger a contact's business rule when a contact is created. Ideally I would like to base on the date created to trigger this rule. But for s… -
how to refresh incidents in the background when multiple incidents opened at the same timewe have requirement like let us say we have 3 incidents with reference numbers 1,2,3 currently agent-A opened all three incident reference number(1,2,3) but working with… -
How to ensure agent is available for chats in multiple languages?Summary: We currently have agents set up to take 2 chats in either English or Portuguese and they have those 2 queues assigned to their profile. The issue is if they are…
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Exception Rule for techmail-generated incidentsSummary: We'd like to figure out how to create/adjust a business rule so that emails received that are responses to mailings can bypass our 'baseline' business rule whic… -
Answer drafts getting deletedSummary: Answers drafts are getting deleted. Content (required): Our KB admins have run into a situation when they create an answer. In general, person A creates the ans… -
Manage Calendar Event privilegeSummary: need to provide to user the access to manage calendar event page without giving him superadmin role. i have to make sure he has no access on other areas of setu… -
Can I edit SLA timestamp in Workspace with custom field (datetime field)?Summary: I'm trying to accomplish edit to SLA timestamp with adding custom field to the Workspace. Is there a way to overwrite the SLA without API? Content (required): C…
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Can you easily recognize that there are undeployed rules in Enhanced Business Rules?Summary: We have 2 admins at our site with the ability to update rules. When we updated rules in the client, it was easy to see that there were undeployed rules on the 1…
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How to change a value of a custom object based on a parent standard object valueSummary: We have the serious need to update a custom object that is related to a parent standard object. In this case it is specifically Content (required): Mobile asses… -
No Contact rules(BUI) TriggeringSummary: Hi, I have a requirement where I will be updating a contact custom field with some value and then trigger business rule on that field(modified this edit) and th…
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Hide/Show Products/Categories in workspace rulesSummary: I'm trying to figure out whether it's possible, via a workspace rule, to hide or show specific products or categories, depending on the logged in user or profil…
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Possible to assign queues based on a target volume allocation rate?Summary: Rule to assign incidents between 2 queues according to a set target allocation rate. Content (required): Hello all - we're looking for help setting up a rule to…
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How to add a click able button on workspace that can open a new workspaceSummary: I am wondering how I can add a button on a workspace to open another workspace when I click that button. And when the new workspace is opened, can it auto-fill …
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How to route specific people from the same queue?Summary: Content (required): i created rules to assign to different queues but I want it to be assigned to a specific staff from the same queue i add a rule to assign to…
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How to route specific people from the same queue?Summary: Content (required): i created rules to assign to different queues but I want it to be assigned to a specific staff from the same queue i add a rule to assign to…
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Tip Tuesday - Workspace Rule ComparisonSummary: Exporting workspace rules to more easily compare 2 or more workspaces for potential consolidation Content (required): If you have multiple workspaces that are s… -
Notify when a task is closedSummary: Hello. Is it possible to configure an alert that tells the incident owner that there is a pending task when an incident is going to be closed? Content (required…