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  1. More Conditions for Substatus Rules

    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: 104286

    1 vote
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      Received (under review)  ·  0 comments  ·  Business Rules  ·  Flag idea as inappropriate…  ·  Admin →
    • auto assign to agent with fewest number of open issues

      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
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        Received (under review)  ·  0 comments  ·  Business Rules  ·  Flag idea as inappropriate…  ·  Admin →
      • Business Rules: ability to notify a specific role when any field is changed

        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
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          Received (under review)  ·  0 comments  ·  Business Rules  ·  Flag idea as inappropriate…  ·  Admin →
        • Auto assignments should be in its own section/category

          Auto assignments should be in its own section/category instead of inside of Business Rules.

          1 vote
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            Received (under review)  ·  0 comments  ·  Business Rules  ·  Flag idea as inappropriate…  ·  Admin →
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