Only 'Note added by Submitter or anyone in Submitter's Organization'. This Issue Event option should be expanded to include 'Note Added by Next Action or Note Added by Assigned to'.1 vote
Allow additional conditions for Substatus Rules, such as Organization to add more flexibility.
For example, having the following would help create a trigger when their internal Agents from a particular Organization, Department or Group triggers an Event:
Issue Event: Add Note
When Substatus Equals: Customer Response Received
(NEW) Group: Internal Agents
Set Substatus To: Pending Customer Action
This would allow their designated internal Agents to automatically trigger the Substatus to "Pending Customer Action" when they add a note, while preventing the Submitter from triggering the same Substatus Rule.
Reference Support Issue: 1042862 votes
Worked with Jiten with Charles Tyrwhitt Shirts Ltd.
They would like the ability to configure Auto assignment rules to assign new issues to an agent from a list agents that have the fewest number of open issues. Currently, a user is manually assigning to accomplish this task but they would like to see it automated in the future.1 vote
It would be useful if escalation rules allowed adding a rule to send an outgoing note to any specified role on an issue(e.g submitter, or a specific group/user ) when any specified field is changed and provide the new values in the notification.1 vote
Auto assignments should be in its own section/category instead of inside of Business Rules.1 vote
Ad-hoc Escalations2 votes
It would be great if substatus rules could be tied to a ticket type if required. For example with a ticket type of: "Change Management" I may have a rule that sets the status to "waiting for approval" based on a ticket event of "assign" but on a "Problem" ticket type I would want a rule that sets the substatus to "investigating" based on the ticket event of "assign".3 votes
Have a different list of Priority levels by Issue Type1 vote
In current functionality you can set the terms of a Service Level Agreement for either 24 hour coverage, or set hours of coverage. I would like to see a 3rd option added so that the coverage can follow the hours of operation.
This would save our users a lot of work in setting things up.3 votes
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